Complaints Procedure:

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.

Alternatively, ask to speak to the complaints manager, Peter Bainbridge (Practice Manager) but note this may need to be a booked appointment.

A complaint can be made verbally or in writing. A complaints form is available below and from reception. Additionally, you can send us your complaint via email to:

[email protected]

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Biddlestone Health Group.

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.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

North East and North Cumbria ICB
Goldcrest Way
Newburn Riverside (Business Park)
Newcastle upon Tyne
NE15 8NY
[email protected]

PATIENT COMPLAINT FORM

PATIENT DETAILS

Name(Required)

First Last

Date of Birth(Required)

Phone

Address(Required)

Street Address ZIP / Postal Code

COMPLAINT DETAILS

Please give full details of the complaint below including dates, times, locations and names of any organisation staff (if known).

CONSENT

Consent(Required)

I consent to the above information to be reviewed by Biddlestone Health Group in line with our current complaints procedures.

Information submitted will be sent to the Complaints Manager.

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 Practice Manager will respond within three business days to acknowledge your complaint.

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. Please ensure you provide us with your most appropriate contact information for any required responses.

Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

We 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 allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

Final response

We 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 055 6112
• Local Council can give advice on local advocacy services
• Other advocates and links can be found on this PHSO webpage
• Should you require any direct help or advice making your complaint you can contact your local Independent Complaints Advocacy Service (ICAS):

North East NHS Independent
Complaints Advocacy
Carers Federation ICA
Unit 312, DBH Gateshead
Aidan House
Sunderland Road
Gateshead
NE8 3HU
Tel: 0808 802 3000