This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Letters

Story from nhs.uk

"Letters"

About: Green Elms Health Centre

I wrote and hand delivered a letter on the 20th August 2019.

A statement was made by a GP in a letter to a consultant that I believe to be incorrect.

I requested to see written supporting evidence for the statement the GP referred to.

28 days later still no acknowledgement or reply

My wife and I constantly experience mistakes in our repeat prescriptions medicines left off or late delivery to the pharmacy

The the telephone HUB diabolical

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Green Elms Health Centre 4 years ago
Green Elms Health Centre

Submitted on 17/09/2019 at 16:39
Published on nhs.uk at 21:07

I am sorry that you have had cause to complain

There are two ways that we can deal with the concerns you have brought to our attention, which I will explain as follows:

1. PALS (Patient Advice and Liaison Service) Concern

• A PALS Concern is dealt with informally and allows us to raise the issue or concerns you are experiencing, with the service(s) involved.

• Consent (verbally or by email) is required to allow us to contact the service(s) on your behalf, to investigate the issue, to give us permission to access your medical records (should this be necessary), and then to report back to you.

• Once we have your consent, we will contact the relevant service lead to discuss your concern/issues and provide you with a verbal response within two working days.

2. Formal Complaint

• A Complaint is formally acknowledged by letter, which will set out the main aspects of your complaint and/or amend.

• Signed consent is required to allow us to proceed with the complaint and to contact the service(s) on your behalf, to investigate the issue, to give us permission to access your medical records (Should this be necessary), and then to report back to you.

• Once signed consent is received, a full investigation will be undertaken, and a formal written response will be sent to you within 30 working days from receipt of consent

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k