YOUR COMMENTS AND SUGGESTIONS ARE IMPORTANT TO US
SEND US YOUR COMMENTS AND SUGGESTIONS
Please only use this form for comments about the practice and suggestions as to how we can improve our service to you. Please note our Contact form is not to be used for the following purposes: Medical matters cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person. Prescription requests, Patient Access requests, Appointment requests or Complaints.
TELDOC COMPLAINTS PROCEDURE
If you feel dissatisfied with a service you have received from any member of staff, please let us know. Teldoc operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
Please Note: If you make a complaint, it is our policy to ensure you are not discriminated against or subjected to any negative effect on your care, treatment or support.
In the first instance, please discuss your concern with a member of our Reception or call handling team who will make every effort to try to resolve any problems for you.
The staff will ask your permission to access your medical records to assist them to resolve your concerns and to help any investigation process.
Please note: While we understand patients and families frustrations when problems occur. Please be aware that aggressive or abusive behaviour towards any member of staff will not be tolerated.
Our contact number is: 03300 536456
Our website address is: www.teldoc.org
Registered postal address:
Patient services complaints
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note: That Teldoc keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we need to speak to the patient first and ask that you have their permission to do so or we will need the third party consent form completed.
NEED SOME HELP? - TELFORD AND WREKIN INDEPENDENT COMPLAINTS ADVOCACY SERVICE:
What is Independent Health Complaints Advocacy?
Advocacy provides practical support and information to people who want to complain about an NHS service.
It also supports people who want to make a complaint on someone else’s behalf.
The service aims to help people understand what their options are and to support them through the NHS complaints process to ensure they get the best possible resolution. Every person who accesses the service will have different needs and every complaint is different which is why the service adapts the approach it takes to each case and tailors the support it provides to meet individual needs.
You decide the level of support you need and an advocate will work with you to ensure you get the best possible outcome to your complaint.
You can contact them by:
Freephone: 0800 161 5600
Text: 07724 172811
TELDOC COMPLAINT FORM
If you feel you need to put your complaint in writing please print the complaints forms below. This form consists of two pages, page one is the patients details and complaint and page two is our third party consent form which must be filled out if you are complaining on behalf of a patient.
Once you have completed all sections of the form as appropriate please either post this to us, attach the form into an email or drop this in to your local site. The address and email address are stated above.
Complaint form: /media/content/files/Online Complaint Form.pdf
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable us to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to find a solution at this stage, please request that your concern is escalated to the relevant Manager, who will try to resolve the issue and offer you further advice on the Complaints Procedure.
Teldoc will acknowledge your formal complaint within three working days.
The relevant Manager will ensure your complaint is properly investigated within 25 working days beginning with the day on which the complaint was received by them or, where that is not possible, as soon as is reasonably practicable.
You will be provided with a written record of the statement of the investigation and its conclusions.
Complaints received by Teldoc will be reviewed at our Quality Governance Meetings to ensure any actions required are put into practice and trends or additional learning points are identified.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within 12 months of the incident or within 12 months of when the complaint comes to your notice.
COMPLAINING TO OTHER AUTHORITIES
If you experience any difficulties in relation to the services Teldoc provides, we hope you will speak to us use first so we can try to resolve any issues or concerns our Complaints Procedure.
However, if you feel you cannot raise your complaint with us or that after using our complaints procedure we have not resolved the issue to your satisfaction , you can contact.
Telford & Wrekin Patient Advice & Liaison Service (PALS) firstname.lastname@example.org
NHS Complaints Advocacy Service on 0300 3305454
NHS England on 0300 311 22 33
Healthwatch Telford www.healthwatchtelfordandwrekin.co.uk/
CONTACTING THE CARE QUALITY COMMISSION
If you have a genuine concern about a staff member or regulated activity carried out by Teldoc then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk
PALS, NHS ENGLAND & OMBUDSMAN
PATIENT ADVICE & LIAISON SERVICE (PALS)
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS Complaints Procedure and may be able to help resolve your complaint informally. You can visit the PALS Office which is situated at Princess Royal Hospital in the Main Reception.
Monday to Thursday – 9am to 5pm
Friday – 9am to 4.30pm
Tel: 01952 282888/01952 641222 ext:4382
NHS England welcomes concerns, compliments and complaints. They can be contacted by post at NHS England, PO Box 16738, Redditch, B97 9PT or by email to email@example.com
If you are not happy with our response, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk
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