Compliments, Comments and Complaints

 

Our aim is to put the patient, first and provide the best possible service. To make this aim a reality it is important that you (the patient) has the opportunity to tell us what you think about the service we provide. Improving the Practice Questionnaire is one way that this can be done.

 

Introduction

 

Health Plus is committed to delivering a quality service at all times. However we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from either the Doctors or Staff of Health Plus, we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, we are happy to be advised.

 

We need to know the exact nature of the complaint. Please provide as much information as possible about the service provided, the individual or department involved and why you felt the service we offered did not meet your expectations.

 

How to lodge a complaint

 

You can make your complaint in the form most convenient to yourself, however our preference is to receive the detail of the complaint in writing rather than by telephone, therefore ensuring that all the facts of the complaint are recorded correctly. You can write to, fax or email the Practice Manager at:

 

Practice Manager

Health Plus

Queens Road Health Centre

Queens Road

St Helier

Jersey JE2 4HY

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Fax: 01534 762957

Email: healthplus@healthplus.gpnet.je

 

We will acknowledge the complaint within 7 working days.  It is our intention to respond to complaints within 8 weeks.  If a full response cannot be given within 8 weeks (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with the complaint.

 

The responsible officer, Dr Philippa Bashforth, or the deputy Dr Bryony Perchard accept full responsibility for effective complaints handling.  In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.

 

If you wish to make a formal complaint regarding a GP

 

If your complaint is regarding a GP of Health Plus and having followed our complaint procedure you are still dissatisfied with the response you may take the matter up further with the Primary Care Governance Team. If your preference is to complain direct to the Primary Care Governance Team, please write to:

 

Primary Care Governance Team Manager

Primary Care Governance Team

Ground Floor, Maison le Pape

The Parade

St Helier      JE2 3PU

or email: PCGT@health.gov.je

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Health Plus

Queens Road Health Centre, Queens Road, St Helier, Jersey JE2 4HY

Tel : 01534 733322                                         Fax: 01534 762957

Email : healthplus@healthplusgpnet.je       www.healthplus.je

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You can download a Compliments, Comments and Complaints Form by Clicking Here.