All Polices

Complaints Procedure

Our procedure is detailed below along with information of how to get help locally.

If you would like help or assistance it is available through the Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS). They can be contacted:

Healthwatch IHCAS: 03000120122
helpdesk@healthwatchwestsussex.co.uk
Healthwatch West Sussex IHCAS, The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex, RH14 9QW

From 1st July 2023 any complaints to NHSE should be directed to the local ICS How to complain to the NHS – NHS (www.nhs.uk)

The complaints procedure has two stages

Stage one: Local Resolution

Wherever possible the NHS looks to resolve complaints at a practice level. Please send complaints to, for the attention of the Practice Manager:

Once the complaint has been received it will be formally acknowledged in writing by the Practice within three days.

The complaint will be dealt with timely and efficiently and the complainant will be regularly informed of the progress of the investigation.

There are no longer any statutory timescales within which the complaint must be handled other than an expectation that a case will be concluded within six months. Most complaints are normally investigated and concluded within a matter of days.

If you do not want to deal directly with the practice then the alternative route is:

Complainants have the right to choose whether they complain direct to the service provider (practice) or to the commissioner of that service, in this case NHS England via the National Contact Centre:

Further information is available at: www.england.nhs.uk/contact-us/

Full copy of the regulations is available

When a complainant makes their complaint to NHS England, it is forwarded it to the practice.  The practice then carries out its own investigation and responds to NHS England, providing copies of relevant medical records.  Where a complaint is about clinical matter, a review of the complaint, response and records is undertaken by one of the Surrey and Sussex Medical Advisers following which a response sent from the Area Director usually enclosing the practice response.

If a complaint has already been made direct to the practice, then NHS England cannot investigate.

Complainants should normally be current or former patients or nominated representatives. If someone other than the patient makes a complaint they will need to have the authority to do so in order to protect patient confidentiality.

The normal time limit whereby patients can raise a complaint is extended to 12 months and can be longer depending on the circumstances.

Stage two: Parliamentary and Health Service Ombudsman

Complainants not content with the outcome of their complaint at local level can contact the Health Service Ombudsman to independently review their case

11- 13th Floor
Millbank Tower
Millbank,
London,
SW1P 4QP
Tel: 0345 015 4033

In deciding whether to discuss or investigate a complaint, the Ombudsman has access to all the paperwork generated by local resolution and has powers to compel disclosure of documents and the attendance of witnesses, if necessary

Details of how to get the Silverdale complaints policy and procedures are on our notice boards, on our website, in the practice brochure and available by asking at Reception.

BSUH Patient Liaison Service

You can contact the PALS team by telephone between 10am and 4pm on:

  • 01444 441881 extension 5909 (for issues at Haywards Heath site)
  • 01273 696955 extension 4029 or 4588 (for issues at Brighton site)
  • Or by email at pals@bsuh.nhs.uk for either site.

Data Protection

We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again. Sometimes the law requires us to pass on information: for example, to notify a birth.

The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner. The Register does not contain clinical information.

You have a right of access to your health records. To do this please make an appointment with your General Practitioner who will explain it to you.

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL. 

You may be receiving care from other people as well as the NHS.  So that we can all work together for your benefit, we may need to share some information about you.

We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interests.    The sharing of some types of very sensitive personal information is strictly controlled by law.

Patient Summary Care Records containing key medical information which will be accessible wherever patients are treated, is taking off across England over the next year as part of a national roll-out of the programme. The early adopters already show evidence of improving out-of-hours care, ensuring that doctors have reliable, relevant, up-to-date information at their fingertips in situations where time is critical.

The Summary Care Record means that clinicians no longer have to rely on patient testimony, which can often be incomplete or inaccurate. A Summary Care Record is a secure electronic summary of core information such as medications, allergies, adverse reactions and key health information derived initially from the patient’s GP record and added to as necessary by other healthcare staff treating the patient. The record will be available anywhere in England and NHS staff will ask permission before they access it.

Anyone who receives information from us is also under a legal duty to keep it confidential.

If you agree, your relatives, friends and carers will be kept up to date with the progress of your treatment.