Patient feedback

Students' Health Service is committed to providing high standards of care and services. We welcome feedback to help us improve our services.

You can read the full Students' Health Service complaints procedure (Office document, 47kB).

This procedure explains how we manage:

  • complaints about our service
  • complaints about data protection and the handling of personal information.

All complaints will be:

  • treated confidentially
  • shared only with those who need to know to investigate and resolve the matter
  • managed separately from clinical records wherever appropriate.

Making a complaint will not affect the care or service provided by the practice.

Which complaints procedure to follow

There are two different complaints procedures. One for complaints about our service and one for complaints about data protection.

If you are complaining on behalf of a patient, you must be able to show that they have given you consent. This is unless you have legal authority or there are other lawful grounds permitting disclosure.

Follow the procedure for complaints about our service, if your complaint is about:

  • care
  • treatment
  • appointments
  • staff behaviour
  • administration or services
  • anything else not related to data protection.

Follow the procedure for complaints about data protection, if your complaint is about:

  • access to records
  • disclosure of information
  • confidentiality
  • data security
  • data accuracy
  • information rights.

We can investigate service and data protection concerns together. Where different legal requirements or timescales apply, we will explain these when we acknowledge your complaint.

Complaints about our service

A complaint about our service is any complaint concerning:

  • clinical care or treatment
  • patient experience
  • staff behaviour or conduct
  • appointment systems
  • administrative processes
  • practice facilities or services
  • any aspect of service delivery not specifically related to data protection.

Submit a service complaint

Complaints may be submitted:

Where a complaint is made verbally, a written summary will be provided. We will ask you to confirm that it accurately reflects your concerns.

The Practice Manager will:

  • record the complaint
  • acknowledge receipt within 3 working days (excluding bank holidays and University closure days)
  • confirm:
    • how the complaint will be managed
    • your preferred method of communication
    • the anticipated response date
    • the named contact handling the investigation
    • .the outcomes you are seeking

Investigation

The most appropriate person will investigate your complaint.

  • Administrative or organisational matters: Practice Manager.
  • Nursing-related matters: Nurse Manager.
  • GPs and other clinical matters: Deputy Head of Service.

The investigator may:

  • review relevant records
  • interview staff members
  • seek further information from you
  • arrange a meeting where appropriate.

Your complaint may be about the person who would usually investigate. In this case, another appropriate person will conduct the investigation.

The Head of Service will be informed of all complaints received.

Response

We aim to provide a full written response within 20 working days of receipt. This is excluding bank holidays and University closure days. If we are unable to respond by the intended date, we will explain why and agree a revised response date with you.

The response will include:

  • a summary of the complaint
  • how the complaint was investigated
  • hindings of the investigation
  • an explanation based on the available facts
  • an apology where appropriate
  • lessons learned and actions taken
  • information about further escalation options.

If you are not satisfied with the outcome of your complaint, you have the right to take your complaint to the Parliamentary and Health Service Ombudsman.

The Parliamentary and Health Service Ombudsman is independent of the NHS. They can make final decisions on unresolved complaints about the NHS in England.

For more information, call +44 (0)345 015 4033 or visit the Parliamentary and Health Service Ombudsman website.

Complaints about data protection

A data protection complaint concerns how the practice handles personal information. Examples include concerns that the practice:

  • has not responded appropriately to a request for personal information
  • holds inaccurate information about you
  • is not keeping information secure
  • has disclosed information about you
  • is keeping information about you for longer than is necessary
  • has collected information for one reason and is using it for something else
  • has not upheld any of your data protection rights.

Submit a data protection complaint

Before you submit your complaint, check if you can complain.

Submit your complaint in writing:

To help us investigate your complaint, please provide:

  • full name
  • date of birth
  • address
  • NHS number (if known)
  • details of the concern
  • copies of any documents relevant to the complaint. Only provide documents that are directly relevant to the issue raised.

Investigation

The Practice Manager will coordinate the investigation. They will take advice from the practice Data Protection Officer where required.

The investigation may include:

  • reviewing relevant records
  • examining information governance processes
  • consulting the Data Protection Officer
  • assessing compliance with UK data protection legislation and practice procedures.

Response

The practice will aim to provide a full response within 30 calendar days. If we need more time, we will contact and provide an updated timescale.

The response will explain:

  • the outcome of the investigation
  • any rights of challenge or review available
  • any actions taken to address concerns.

Where relevant it will also:

  • clarify why information has been processed in a particular way
  • explain why a request for personal information has been refused.

If you are not satisfied with the outcome of your complaint, check if you can complain to the Information Commissioner's Office (ICO).

The ICO generally expects individuals to raise concerns with the organisation first and allow the organisation a chance to investigate and respond.

Support

If you would like independent support with your complaint, contact: