We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If you have a complaint we would hope that the matter can be settled as quickly as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.
The practice operates an informal in-house complaints procedure in accordance with NHS guidelines. If you wish to make a formal complaint then you can collect a complaints form from reception.
All complaints received will be acknowledged in writing within 3 working days. Complaints will be fully investigated within 14 working days. If this cannot be achieved, the patient will be given regular information on progress and the reason for the delay.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.
If you have any, comments or suggestions regarding the practice, you should make your views known to the practice manager in the first instance by letter