Making a suggestion or a complaint
The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.
If you have a suggestion, complaint or concern about the service you have received from the practice, please let us know. Any suggestions can be written down and handed to a member of staff.
We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria.
HOW TO COMPLAIN
It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.
If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.
Our staff will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.
If you have a complaint and wish to discuss your concerns, you can ask to make an appointment to speak to Lisa Wilson (Practice Manager).
You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.
Alternatively, if you feel unable to complain directly to the practice, you can contact NHS England who commission primary care services (GPs, Dentists, Opticians and Pharmacists): email@example.com or call 0300 311 22 33
COMPLAINING ON BEHALF OF SOMEONE ELSE
Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this. You can download and use our third party consent form by clicking here.
WHAT WE WILL DO
We will contact you about your complaint within three working days and offer to discuss with you the best way to investigate it, including the time scales for a reply.
We will aim to :
- Find out what happened and what went wrong.
- Invite you to discuss the problem with those involved, if you would like this
- Apologize where this is appropriate.
- Identify what we can do to make sure that the problem does not happen again.