What you tell us matters

At the Circle MSK Service, we aim to give you the best possible experience while you undergo your diagnosis and treatment. We aim to exceed your expectations every time so we can earn your trust and loyalty.

All of our staff work hard to care for you, your relatives and representatives, in a way that meets your individual needs.

Your feedback makes a vital contribution to these improvements. If you have a compliment, comment, concern or complaint, this page tells you how to make it and what action we will take.

Patient feedback forms are available every time you attend an appointment, and all of these are read carefully and acted upon accordingly. Please take the time to complete one of these and leave it with us.

Your compliments and comments

It is always nice for our staff to hear when we have got things right for our patients; any compliments or comments regarding our service are gratefully received.

If you have a compliment or comment to make, please feed this back to any member of the team or contact us:

  • By telephone: 01234 639089 – ask to speak to the Quality & Assurance Facilitator.
  • In writing: Please send your correspondence to the address found on this website under ‘Contact’, marked for the attention of the Quality & Assurance Facilitator.
  • Via email: PALS@circlemsk.co.uk, marked for the attention of the Quality & Assurance Facilitator.

Raising a complaint or suggestion

The Circle MSK Service takes any concern or complaint seriously, and we try to make it as easy as possible for people to complain without feeling embarrassed or awkward. Circle provides NHS services on behalf of the local Clinical Commissioning Group (CCG). As an NHS patient you have the right to have your complaint investigated under the NHS complaints process and if you remain dissatisfied you also have the right to refer your complaint to the Health Service Ombudsman.

We are always grateful to patients who tell us about any concerns or issues they encounter with the service. Please feel free to speak with any member of staff if you have a concern or wish to make a complaint. If your complaint cannot be resolved immediately, it will be treated in the same way as a written complaint.

Some patients prefer to raise their concern or complaint after leaving their appointment. The sooner you do this, the easier it will be to investigate the facts.

Complaints can be made 12 months from the date on which the matter that is the subject of the complaint came to the notice of the complainant.

If you have a complaint or suggestion to make, please feed this back to any member of the team or contact us:

  • By telephone: 01234 639089 – ask to speak to the Quality & Assurance Facilitator.
  • In writing: Please send your correspondence to the address found on this website under ‘Contact’, marked for the attention of the Quality & Assurance Facilitator.
  • Via email: PALS@circlemsk.co.uk, marked for the attention of the Quality & Assurance Facilitator.

Have you heard of Healthwatch?

Healthwatch is an independent national charity – they are a champion for people who use health and social care services. They represent the patient voice and you can contact them if you’d like to to discuss our services.

How we deal with your concerns

All concerns are passed to our Quality & Assurance Facilitator who reviews them and logs them on our risk management software, which is reviewed regularly.

You will be contacted by telephone to discuss your concern to ensure that we:

  • understand your concern fully;
  • investigate all the questions you have regarding your care pathway; and
    aim to resolve the issues that you have raised.

We will endeavour to deal with your concerns immediately over the phone where at all possible or update you with a response at an agreed time. If this not possible we will document our conversation with you in a letter to confirm all the points you have raised which will be investigated. This gives you an opportunity to amend the points as appropriate and you will be moved to the complaints process.

How we deal with your complaints:

The following procedure is regarded as being the ‘local resolution’.
All complaints are passed to our Quality & Assurance Facilitator who reviews them and logs them on our risk management software, which is reviewed regularly.
You will be contacted by telephone to discuss your complaint to ensure that we:

  • understand your complaint fully;
  • investigate all the questions you have regarding your care pathway; and
  • aim to resolve the issues that you have raised.

We endeavour to acknowledge all complaints with a telephone call within three working days of receipt. If we are unable to reach you within two weeks, a letter will be sent asking you to contact the Quality & Assurance Facilitator.

We will then investigate the points you have raised and will respond in an agreed timeframe. This is in the format of a letter responding to each of your points. As a guide, this is normally within 30 working days, but can vary depending on the nature of the complaint. We will keep you informed about any changes in the timeframe. Once you have received this letter that forms our final response to your complaint.

After you have received this letter, and if you remain dissatisfied, we would like to know why. If you remain dissatisfied and raise additional queries this will be opened up as a new complaint and the process will start again with the new queries.

If you are dissatisfied with your final response you will be contacted by the Quality & Assurance Facilitator for clarification, however if a resolution cannot be reached our Quality & Assurance Facilitator will direct you to the Bedfordshire CCG Complaints process.

We hope that you feel you can come to us and raise your complaint, never the less, should you feel that you are unable to come to us direct, you do have the option to complain to your local NHS CCG. However, they would not normally personally investigate your complaint, instead, simply forward your complaint on to us, we would still have to investigate and respond. The other point is that your complaint would be subject to the local CCG’s own complaint policy document.

Support in making your complaint

We hope that you feel you can come to us and raise your complaint However, if you need any advice or support during the complaints process, this is available free and in confidence from a range of NHS services.

NHS Complaints Advocates – POhWER – a free and independent service

Address: POhWER, PO Box 14043, Birmingham, B6 9BL

Telephone: 0300 456 2370 (8am–6pm, Monday to Friday)

Facsimile: 0300 456 2365

Minicom: 0300 456 2364

Website: www.pohwer.net

Email: pohwer@pohwer.net

The Parliamentary and Health Service Ombudsman

Address: Millbank Tower, Millbank, London SW1P 4QP

Telephone: 0345 015 4033 (8.30am–5.30pm, Monday to Friday)

Website: www.ombudsman.org.uk

For Bedfordshire patients

Your local Healthwatch is linked to your NHS register address.

Healthwatch Bedford Borough
21–23 Gadsby Street, Bedford, Bedfordshire, MK40 3HP
Telephone: 01234 718018
Website: www.healthwatchbedfordborough.co.uk
Email: enquiries@healthwatchbedfordborough.co.uk

Healthwatch Central Bedfordshire
Capability House, Wrest Park, Silsoe, MK45 4HR
Telephone: 0300 303 8554
Website: www.healthwatch-centralbedfordshire.org.uk
Email: info@healthwatch-centralbedfordshire.org.uk

If you are still not satisfied:

Directing your complaint to Bedfordshire CCG
The Complaints Manager, Bedfordshire CCG, Capability House, Silsoe, Bedfordshire, MK45 4HR
Telephone: 01525 864430
Website: www.bedfordshireccg.nhs.uk
Email: complaints@bedfordshireccg.nhs.uk

For Northamptonshire patients

Your local Healthwatch is linked to your NHS register address.

Healthwatch Northamptonshire
Address: 3rd Floor, Lakeside House, Bedford Road, Northampton, NN4 7HD
Telephone: 0300 002 0010
Website: http://www.healthwatchnorthamptonshire.co.uk
Email: enquiries@healthwatchnorthamptonshire.co.uk

If you are still not satisfied:

Directing your complaint to Nene CCG
Address: Complaints Team, Francis Crick House, Summerhouse Road, Moulton Park, Northampton, NN3 6BF
Telephone: 01604 651102
Website:
www.neneccg.nhs.uk

For Greenwich patients

Your local Healthwatch is linked to your NHS register address.

Healthwatch Greenwich
Address: Gunnery House, 9-11 Gunnery Terrace, Woolwich, London, SE18 6SW
Telephone: 020 8301 8340
Website: www.healthwatchgreenwich.co.uk
Email: info@healthwatchgreenwich.co.uk

If you are still not satisfied:

Directing your complaint to Greenwich CCG
Address: The Complaints Manager, The Woolwich Centre, 35 Wellington Street, Woolwich, London, SE18 6ND
Telephone: 020 3049 9000
Website: www://greenwichccg.nhs.uk

Equality and diversity

People who use our service are able to use our complaints process and know that:

  • They will be treated fairly and their concerns responded to in a way that respects their human rights and diversity.
  • They will be able and assisted, where required, to make a complaint in any way they feel comfortable.
  • Making a complaint will not cause them to be discriminated against.

Confidentiality

Everyone working for the NHS has a legal duty to keep information about you confidential.

Information will only be shared with people who have a genuine need for it (eg. your GP or other professionals from whom you have been receiving care), or if the law requires it (eg. to notify a birth).

However, please be assured that anyone who receives information from us is also under a legal duty to keep it confidential. We treat our patients with dignity and respect. If you feel that this has not been the case, please let us know (scroll up for details of how to contact us).

Zero Tolerance Policy

At Circle we operate a Zero Tolerance policy. This means that no member of our staff will be accepting of any act of aggression, violence or intimidation, both physical and non-physical from any member of staff, patient, visitor or member of the public.

In most cases, patients and their relatives will be appreciative towards those who treat them but a minority of people are abusive or violent towards staff.

Circle is committed to dealing with this problem.

Whilst we are dedicated to our patients, if they are violent, abusive or harass a member of our staff we will not tolerate it. This means their treatment with us can be suspended, and even stopped completely if we perceive this as necessary.