Feedback & Complaints
We always try to provide the best service possible but there may be times when you feel this has not happened and standards have not been met. If you have any complaint about the service that you have received from the doctors or staff working for this practice, then you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure. This procedure does not deal with matters of legal responsibility or compensation.
In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.
How to Complain
If you have a complaint about the service you have received, please use our Feedback triage. Alternatively, if you wish to make a complaint or raise a concern whilst attending the practice, please ask to speak with the Operations Manager who will be happy to assist you.
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If you do wish to make a formal complaint via our website, please do so as soon as possible. This will enable us to establish what happened more easily and investigate your complaint effectively and promptly where necessary.
All formal complaints will be acknowledged, investigated and responded to within 28 days.
This procedure does not affect your right to make a formal complaint to the Primary Care Trust if you wish. Nor does it affect your right to seek compensation in law.
What Will We Do With Your Complaint?
We will acknowledge your complaint, investigate it and respond to you within 28 days.
We will aim to:
- Find out what happened and what went wrong.
- Make it possible for you to meet and discuss your complaint with those concerned, if you would like to do this. You may bring a friend or relative with you to help with this discussion.
- Make sure you receive an apology where this is appropriate.
- Provide you with a full explanation of events.
- Identify what we can do to ensure that the problem does not happen again.
Complaining on Behalf of Someone Else
We ensure strict adherence to the rule of medical confidentiality. If you are complaining on behalf of someone else, we will need to have their written permission for you to do so. Neither can we provide confidential information without the appropriate authority to do so.
Feedback and Suggestions
We love to hear feedback from our patients and visitors, both positive and negative, as it helps us to improve the ways in which we work and the service we offer to you. If you would like to leave us feedback, comments or suggestions for the future, please visit our Administration Room.