We always try to provide the best service possible but on occasions there may be the necessity to express a complaint. The following explains how this can be done so that any problems can be dealt with as quickly and efficiently as possible by our staff.
Making a complaint
Please put any complaint in writing to the Practice Manager. The Practice Manager will then carry out an investigation. You will be kept informed and given time scales for responses.
We have a duty of confidentiality to our patients and will act in strictest confidence. A patient’s consent must be obtained if it is not the patient making the complaint directly.
Dealing with the complaint
The Practice Manager can directly deal with administrative complaints whilst the Senior Partner will investigate clinical complaints.
You will receive a written acknowledgement of receipt of the complaint within five working days.
When the complaint is being dealt with it may be necessary for more information to be obtained by the person investigating and you will be contacted within 7 working days. In this case you may choose to discuss the matter by letter or telephone or in person (bringing a friend with you if you prefer) at a pre-arranged appointment.
You will receive a written response, usually within 10 working days.
By this stage we hope the problem has been resolved. However, if this is not the case we will try to suggest other avenues of approach to solve the problem.
You may not wish to raise your complaint with the practice, should this be the case you may contact the Parliamentary & Health Service Ombudsman to request a review of your complaint. Further help and advice is available from the Ombudsman’s Helpline on 0345 015 4033 (open 8:30 to 5:30 Monday to Friday) or by accessing their website (www.ombudsman.org.uk)
We are always prepared to listen to your concerns and will work with you to resolve these in a professional and conscientious manner. We would encourage anyone who is not entirely satisfied with their experience at the practice to contact a member of staff as soon as possible so that we may do everything we can to address any issues.