Complaints Procedure
Cathedral Medical Group
Complaints Policy
At Cathedral Medical Group, we are committed to providing high-quality care and service to all our patients. If you have a complaint or concern about the service you have received from any of our staff, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints, which meets national criteria.
How to Raise a Complaint
We hope that most concerns can be resolved quickly and easily, often at the time they arise. However, if this is not possible and you wish to make a formal complaint, please inform us as soon as possible — ideally within a few days or weeks of the incident. Early notification helps us investigate your complaint more effectively.
If it is not possible to raise your complaint promptly, please still send us the details so we can assist you within 12 months.
Complaints Procedure
Complaints should be addressed to our Practice Manager, Heidi Raza, who acts as our Complaints Officer.
If you prefer, you may request an appointment with Heidi to discuss your concerns in person. During this meeting, she will explain the complaints procedure and ensure your concerns are handled promptly and sensitively.
What to Include in Your Complaint
To help us investigate and resolve your complaint, please provide:
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Your full name and contact details
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The date(s) and time(s) of the incident(s)
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The names of any staff involved, if known
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A clear description of your complaint or concern
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How to Submit Your Complaint
You can submit your complaint via:
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Post: Cathedral Medical Group, Cawley Road, Chichester, PO191XT
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Email: Cathedralmedical@nhs.net
What Happens Next
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We will acknowledge receipt of your complaint within 3 working days.
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Your complaint will be investigated thoroughly and confidentially.
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We aim to provide a full response within 10 working days. If this is not possible, we will keep you informed of progress and expected timescales.
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If you remain dissatisfied with our response, you have the right to escalate your complaint to the NHS England complaints team or the Parliamentary and Health Service Ombudsman.
Our Commitment
Your feedback is important to us and helps improve the quality of care we provide. We take every complaint seriously and treat it confidentially and respectfully.
Thank you for giving us the opportunity to address your concerns.
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
COMPLAINING TO NHS ENGLAND
If you have a problem we hope that you will use the above complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not, however, affect your right to approach NHS England.
If you feel that you cannot raise your complaint with us you should contact the Complaints Manager at the following address:
By telephone: 0300 140 9854 (excluding weekends and bank holidays)
By email: sxicb.complaints@nhs.net
By post:
NHS Sussex, Sackville House, Brooks Close, Lewes BN7 2FZ
If you are dissatisfied with the outcome you can contact:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Should you need to access support when considering making a complaint, there is also a free and independent Health Complaints Advocacy Service (IHCAS) which can be contacted at:
Independent Health Complaints Advocacy Service (IHCAS)
Healthwatch West Sussex
PO Box 1360
Crawley
West Sussex RH10 0QS
Tel: 0300 012 0122
Email: ihcas@healthwatchwestsussex.co.uk
Website: www.healthwatchwestsussex.co.uk