Complaints
Find out how to share your concerns, make a complaint, or give feedback about our services.
At Primary Care Alliance CIC, we are committed to providing safe, effective, and compassionate care. We value patient feedback and welcome comments, compliments, concerns and complaints as an opportunity to improve the services we provide.
If something has not met your expectations, we want to hear from you so we can investigate what happened, put things right where possible, and learn from your experience.
Overview
Dr Amit Sharma, CQC Registered Manager, has overall responsibility for complaints across Primary Care Alliance CIC. Each service has a designated Complaints Lead, who is usually the Service Manager. They work closely with our Governance Team, Lead Nurse and Clinical Lead to investigate complaints thoroughly.
How to complain
If you have a concern about the care or treatment you have received, we encourage you to speak to a member of staff at the time where possible, as many issues can be resolved quickly. If you wish to make a formal complaint, you can do so verbally or in writing.
Timeframes
You should normally make your complaint within 12 months. We acknowledge receipt within 3 working days and respond within 20 working days.
Confidentiality
All complaints are handled sensitively and confidentially. Records are kept separately from your healthcare record.
Escalation
If you remain dissatisfied, you may refer to the Parliamentary and Health Service Ombudsman (PHSO):
PHSO Website: www.ombudsman.org.uk
Telephone: 0345 015 4033
Advocacy
Independent advocacy services are available:
- POhWER – 0300 456 2370
- Advocacy People – 0330 440 9000
- Age UK – 0800 055 6112
Our commitment
Every complaint is treated as an opportunity to improve. We will listen, investigate fairly, and learn to improve our services.