Comments & Complaints
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 12 months of the incident that caused the problem; or
- Within 12 months of discovering that you have a problem
You should address your complaint in writing to Jenny Partridge, Practice Manager.
She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and as concise as possible.
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we shall aim to:
- Investigate the circumstances
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology, where appropriate
- Identify what we can do to make sure the problem doesn’t happen again.
You will receive a final letter setting out the result of any practice investigations
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. An authority signed by the person concerned will be needed, unless they are incapable of providing this due to illness or infirmity.
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. NHS England provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS
Telephone 0300 311 2233 or email firstname.lastname@example.org
If you remain dissatisfied with the responses to your complaint, you may refer the matter to:
The parliamentary and Health Service Ombudsman
LONDON SW1P 4QP
Help us get it right
We constantly try to improve the service we offer.
Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.