We understand there will be times when you feel you may have cause for complaint. We take all complaints seriously and have an in-house procedure in place to deal with them.
If you do wish to make a complaint, please submit it in writing to Sharon Spaull. Your complaint will be acknowledged within three working days and every effort made to address your concerns promptly.
Complaints Procedure
Making a Complaint
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- within 12 months of the incident
- or within 12 months of you becoming aware of the matter
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
Please ask at reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed. Alternatively, we will send one to you to return to us when we receive your initial written complaint.
Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect that child to contact us themselves to lodge their complaint.
We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.
Send your written complaint to:
Sharon Spaull
Bugbrooke Medical Practice
You may also make your complaint directly to NHS England, who commission our service:
By telephone: 0300 311 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
What We Do Next
We aim to settle complaints as soon as possible.
We will usually acknowledge receipt within three working days, and aim to resolve the matter as soon as possible but will give you some idea of how long that may take at the outset. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so.
When the investigations are complete, a final written response will be sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been initially sent to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman if you remain dissatisfied with the response.
The practice Complaints Manager is: Sharon Spaull
If you are dissatisfied with the outcome
You have the right to approach the Parliamentary & Health Service Ombudsman. Their contact details are:
The Parliamentary and Health Service Ombudsman Millbank Tower 30 Millbank London SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form)
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice;
The local Healthwatch can be found at:
www.healthwatch.co.uk
The IHCA is able to be contacted at: www.theadvocacypeople.org.uk/services
The Patient Advice and Liaison Service (PALS) is based at:
www.northamptongeneral.nhs.uk/Patients-and-Visitors/PatientAdviceandLiaisonService

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Unreasonable Or Vexatious Complaints.
What is a vexatious or unreasonable complaint?
We understand that raising a complaint can be stressful. However, a complaint may be considered vexatious or unreasonable if someone:
- Repeats the same issue without new information
- Makes excessive or repetitive contact with staff
- Uses abusive, threatening or offensive language
- Refuses to accept a clear and explained outcome
- Constantly changes the focus of the complaint
- Personally targets or undermines staff
Every case is assessed individually.
How We Handle These Situations
We will always try to resolve concerns respectfully. But if a complainant's behaviour begins to negatively affect staff or the complaints process:
- We will write to you explaining the issues and requesting a change in behaviour.
- We may set boundaries, like one point of contact or limits on how often you can get in touch.
If the behaviour continues, the complaint or complainant may be classified as vexatious. This decision is taken seriously and will be clearly documented.
Possible steps include:
- Limiting contact to one method (e.g. written only)
- Assigning one staff member as the contact point
- Restricting how often we respond
- In severe cases, we may not respond further unless new, relevant information is provided
Appeals and Reviews
If we classify your complaint or behaviour as vexatious:
- You will be told in writing
- You can appeal the decision within 14 days
- An independent GP Partner will review your appeal
We also review any restrictions at least every 6 months.
If your behaviour changes significantly, the restrictions may be lifted sooner.
Your Right to Complain Remains
Even if we apply these measures, your right to raise genuine concerns is not removed. We continue to welcome and address reasonable complaints.
If you remain dissatisfied after going through our complaints process, you
can contact:
Parliamentary and Health Service Ombudsman
Website: www.ombudsman.org.uk
Phone: 0345 015 4033
They provide an independent service for people unhappy with how the NHS has handled their complaint.
Thank you for helping us maintain a respectful and fair environment for everyone.