Complaint Policy

Reviewed: May 2025

Next Review: May 2026

 

1.1    Introduction

If you have a complaint or concern about the service you have received from our doctors, staff, or any Primary Care Network team members at Hadrian Health Centre, please let us know.

We operate a complaints procedure as part of the NHS system for handling complaints. Our system meets all national criteria.

 

1.2    How to Complain

We hope most problems can be resolved quickly and informally at the time, however if your issue is not resolved and you wish to make a formal complaint, please let us know as soon as possible. Early notification helps us to establish what happened.

Complaints should be made:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering the issue, provided this is within 12 months of the incident.

To raise a complaint, you can either:

  • Contact the practice and request a callback from the management team; a manager will call you back as soon as possible.
  • Submit your complaint in writing to:

Practice Management Team

Hadrian Health Centre

Elton Street East

Wallsend

NE28 8QU

  • Ask a member of our reception team for our complaints email address.
  • Request an appointment with a member of the Practice Management Team.

 

1.3    What We Will Do

 

Once we receive your complaint, we will:

  • Acknowledge it within three working days.
  • Aim to complete our investigation within 28 working days.
  • Offer you an explanation or a meeting with the people involved, if you would like one.

During our investigation, we will:

  • Establish what happened and why.
  • Give you the opportunity to discuss the matter with those concerned.
  • Provide an apology where appropriate.
  • Identify any changes needed to prevent recurrence.

If we cannot complete our investigation within 28 working days, we will contact you to explain the delay and provide a revised timescale.

 

1.4  Complaining on Behalf of Someone Else

We take medical confidentiality seriously. If you are complaining on behalf of another person, we must have their permission. Please provide a signed letter of consent from the person concerned unless they are incapable of signing due to illness.

 

1.5    Complaining to NHS North East and North Cumbria Integrated Care Board (ICB)

We hope you will use our Practice Complaints Procedure first, as it gives us the best chance to put things right. However, if you feel unable to raise your complaint with us directly, you can contact the ICB https://northeastnorthcumbria.nhs.uk/

 

1.6    Unhappy with the Outcome?

If you remain dissatisfied with the response to your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved NHS complaints in England. It is an independent, free service. Visit https://www.ombudsman.org.uk/ or call 0345 015 4033.

 

1.7    Need Help Making a Complaint?

If you need support to make a complaint:

  • HealthWatch North Tyneside can help you access independent NHS complaints advocacy services. Call 0191 263 5321 or visit www.healthwatchnorthtyneside.co.uk
  • The Patient Advice and Liaison Service (PALS) offers information, advice and support about NHS services. Call 0800 032 0202