Compliments, complaints and suggestions

 

 

Making a complaint 

 

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.

We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Out complaints system meets national criteria.

 

Click Here to download a leaflet on making a complaint

Click Here to download our complaint form

Click Here to download our Code of Practice for complaints

 

How to complain

 

We hope that most problems can 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 the 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:

 

  • Your complaint should be made within 12 months of the incident.
  • Complaints should be addressed to the practice manager. You may telephone or ask for an appointment in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we shall do

 

We shall acknowledge your complaint within two working days and aim to have looked in to your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look in to your complaint we shall aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again by learning from the events.

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person

 

How do I give feedback or make a complaint about an NHS service?  CLICK HERE