We always try to provide the best service possible but there may be times when you feel it is not so. The following explains our in-house complaints procedure, drawn up to respond to patient grievances. 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, correct any problems that you have identified, or mistakes that have been made. Please note that we have to respect our duty of confidentiality to patients and a patient’s written consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager, Martin Brown. Full details will be taken and a decision made on how best to undertake the investigation.
We believe that it is important to deal with complaints swiftly. Your complaint will be acknowledged within three working days and if necessary you will be offered an appointment for a meeting to discuss the details within seven days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that is needed.
If you have a complaint about this practice that cannot be resolved internally, you can also approach:
PO Box 16738
Tel: 0300 311 2233
The Health Service Ombudsman
Tel: 0345 015 4033
Advice and guidance about making a complaint may be sought from ICAS (the Independent Complaints Advocacy Service) or PALS (the Patient Advice and Liaison Service).