Practice Complaints Procedure
Complaints can be made verbally to any staff. Alternatively you may obtain a complaint form from reception. Please fill in the details, and either hand in at reception or send it for the attention of the Practice Manager. In all cases we would respond to your complaint in 5 working days and offer you an opportunity to discuss the complaint with one of the Partners.
We will try to
address your concerns fully
provide you with an explanation
discuss any action that may be needed
We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.
Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. HELP US TO HELP YOU!
If you use this procedure it will not affect your right to complain to the Primary Care Trust if you so wish.
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.