Talk to Us
Every patient has the right to make a complaint about the treatment or care they have received at Everest House Surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to Talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints.
Alternatively, ask to speak to a member of the Management Team to try and resolve the problem for you.
If your complaint cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know in writing as soon as possible.
A complaints form is available from reception. Additionally, you can complain via email to everesthouse@nhs.net.
If for any reason you do not want to speak to a member of our staff, then you can request that the Central East ICB Patient Experience Team investigates your complaint. They will contact us on your behalf.
Contact the Central East ICB Patient Experience team:
- By email: blmkicb.contactus@nhs.net
- By telephone: 0800 148 8890
- In writing: Central East ICB, Gemini House, Bartholomew’s Walk, Cambridgeshire Business Park, Angel Drove, Ely CB7 4EA
Time Frames for Complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint
Investigating Complaints
Everest House Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Everest House Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third Party Complaints
We respect the confidentiality of our patients. Everest House Surgery allows a third party to make a complaint on behalf of a patient, but we will require patient consent to investigate and respond to the complainant directly.
Final response
Everest House Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Advocacy Support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 169 8787
- Local PALS office
- Local Council can give advice on local advocacy services
Further Action
If you are dissatisfied with the outcome of your complaint from either Everest House Surgery or NHS England, then you can escalate your complaint to the Parliamentary Health Service Ombudsman (PHSO) at:
- Email the Ombudsman
- By telephone: 0345 015 4033
- In writing: Parliamentary & Health Service Ombudsman, Tower 30, Millbank, London, SW1P 4QP