We are always pleased to receive suggestions for improving our services and we like getting compliments as well. We hope you will never have cause for serious complaint but if you do, we have a complaints procedure aimed at quick resolution of problems. To make a complaint, please use a complaint form or speak directly to the practice manager or one of the team leaders if one of them is available.

We strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative, and are realistic enough to appreciate that there are times when we may fail to meet patient expectations.  

In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered. The complaints procedure is one way of obtaining feedback.

 

1.       As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied.

2.       Any complaint you wish to make can be accepted either in writing or verbally, and should preferably be addressed in either case to the Practice Manager. If you feel the doctor is the most appropriate person to approach, you are free to do so.

3.       If your complaint is written, you will receive acknowledgment within two working days from receipt.

4.       If your complaint is verbal and you have asked the practice for a written response, you will receive written acknowledgment within two working days, with a factual statement of what is perceived to be the complaint.

5.       Any complaint you make will be investigated and you will receive a written report from the Practice as to the outcomes of the investigations and, where appropriate, the steps taken to ensure the situation does not recur. We will usually reply within 10 working days.

6.       If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter with the Practice Manager and, where appropriate, one or more of the doctors, following which you will receive a written statement from the Practice as to the discussion and the outcome.

7.       Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.

8.       The Practice will strive to deal with complaints in a methodical and efficient manner in order to bring about an equitable conclusion.

If you remain dissatisfied with the outcome of the practice investigation, you may wish to discuss your complaint with the Primary Care Trust's complaints manager on 01604 651100  as soon as possible, who will be able to advise you further.

 If you are dissatisfied with the outcome of the practice investigation and would like to take the matter further, you may ask for a lay conciliator to be brought in to help find a satisfactory conclusion. If this local process fails, you then have the right to ask the Healthcare Commission to review your case.  The practice or the PCT will provide contact information on request. Information about contacting the PCT or a local arbitration service is given in the complaints leaflet.  

The Healthcare Commission is a national body set up to consider complaints after they have been through the local process above.  You must tell them that you want a review within two months of the end of the local process. 

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