COMPLAINTS

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. We operate a Practice Complaints Procedure in accordance with NHS guidelines.

To pursue a complaint please contact the business manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Practice Complaints Procedure:

If you have a complaint or concern about the service you have received from the Doctors or any of the Staff working in this Practice, please let us know. 

 

How to Complain:

We would hope most problems could be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know AS SOON AS POSSIBLE – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. 

If it is not possible to do that, please let us have details of your complaint within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

 

Complaints should be addressed to the Business Manager.  Alternatively, you may ask for an appointment to discuss your concerns.  The Business Manager or a member of staff who has been trained in the complaints process will make sure your concerns are dealt with promptly.  In the absence of the Business Manager, the lead GP will deal with your complaint.

 

What we shall do:

  1. We will acknowledge your complaint within 3 working days

  1. We will look into your complaint and respond within 30 working days

  2. Were requested or indicated we will arrange a meeting to discuss your complaint with the person 

       concerned

 

Complaining on behalf of someone else:

We keep strictly to the rule of medical confidentiality.  If you are acting on behalf of someone else we have to know that you have their permission to do so.  A consent form (which can be requested at reception) needs to be signed by the person concerned, unless they are incapable (because of illness) of providing this.

 

If you are not satisfied with our findings or you feel your complaint is unresolved, you may wish to contact The Parliamentary and Health Service Ombudsman at 0345 015 4033.