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Complaint Form

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Complaining on Behalf of Someone Else

Please note: That Teldoc keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we need to speak to the patient first and ask that you have their permission to do so or we will need the third party consent form completed.

Other forms available

Need Some Help? Telford and Wrekin Independent Complaints Advocacy Service

What is Independent Health Complaints Advocacy?

Advocacy provides practical support and information to people who want to complain about an NHS service.
It also supports people who want to make a complaint on someone else’s behalf.

The service aims to help people understand what their options are and to support them through the NHS complaints process to ensure they get the best possible resolution. Every person who accesses the service will have different needs and every complaint is different which is why the service adapts the approach it takes to each case and tailors the support it provides to meet individual needs.
You decide the level of support you need and an advocate will work with you to ensure you get the best possible outcome to your complaint.

You can contact them by:
Freephone: 0800 161 5600
Text: 07724 172811
Email: advocacy@ecstaffs.co.uk

Teldoc Complaint Form

If you feel you need to put your complaint in writing please print the complaints forms below. This form consists of two pages, page one is the patients details and complaint and page two is our third party consent form which must be filled out if you are complaining on behalf of a patient.

Once you have completed all sections of the form as appropriate please either post this to us, attach the form into an email or drop this in to your local site. The address and email address are stated above.

If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable us to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to find a solution at this stage, please request that your concern is escalated to the relevant Manager, who will try to resolve the issue and offer you further advice on the Complaints Procedure.

Teldoc will acknowledge your formal complaint within three working days.

The relevant Manager will ensure your complaint is properly investigated within 25 working days beginning with the day on which the complaint was received by them or, where that is not possible, as soon as is reasonably practicable.

You will be provided with a written record of the statement of the investigation and its conclusions.

Complaints received by Teldoc will be reviewed at our Quality Governance Meetings to ensure any actions required are put into practice and trends or additional learning points are identified.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within 12 months of the incident or within 12 months of when the complaint comes to your notice.

Complaining to Other Authorities

If you experience any difficulties in relation to the services Teldoc  provides, we hope you will speak to us use first so we can try to resolve any issues or concerns our Complaints Procedure.

However, if you feel you cannot raise your complaint with us or that after using our complaints procedure we have not resolved the issue to your satisfaction , you can contact.

Telford & Wrekin Patient Advice & Liaison Service (PALS) twccg.patientservices@nhs.net

NHS Complaints Advocacy Service  on 0300 3305454

NHS England on 0300 311 22 33

Healthwatch Telford www.healthwatchtelfordandwrekin.co.uk/

CONTACTING THE CARE QUALITY COMMISSION

If you have a genuine concern about a staff member or regulated activity carried out by Teldoc then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk

PALS, NHS ENGLAND & OMBUDSMAN

PATIENT ADVICE & LIAISON SERVICE (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS.   PALS can tell you more about the NHS Complaints Procedure and may be able to help resolve your complaint informally.  You can visit the PALS Office which is situated at Princess Royal Hospital in the Main Reception.

Opening Hours:
Monday to Thursday – 9am to 5pm
Friday – 9am to 4.30pm

Tel: 01952 282888/01952 641222 ext:4382

NHS SHROPSHIRE, TELFORD & WREKIN

After 1 July 2023, patients and members of the public can make a complaint about primary care services (such as GP services, pharmacy, optometry and dentistry) by contacting NHS Shropshire, Telford and Wrekin instead of NHS England.

You can do so by phone, e-mail or written correspondence via NHS Shropshire, Telford and Wrekin Patient Services Team, at:

Telephone:  01952 580407

E-mail: stw.patientservices@nhs.net

Writing to us at: Halesfield 6, Halesfield, Telford, TF7 4BF

There are two ways to make a complaint:

  • You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery, or
  • You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received, such as your local ICB (NHS Shropshire, Telford and Wrekin).

OMBUDSMAN

If you are not happy with our response, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.  You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk

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