COMMENTS AND CONCERNS, COMPLIMENTS OR COMPLAINTS
We welcome your comments with regard to the service we provide. 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 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 hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks. 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 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.
The Practice or Reception Managers will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In Person - ask to speak to Jenny Farmer (Operational Manager) or Jennie Dock (Practice Manager)
In writing - some complaints may be easier to explain in writing. Please give as much information as you can, then send your complaint to the practice for the attention of Jenny Farmer, Operational Manager, as soon as possible.
You are also able to make a complaint through NHS England if you prefer not to complain through the practice. They can be contacted at:
PO Box 16738
Or by telephone on 0300 311 2233
Or by email on .
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 you raised it with us. 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:
- find out what happened and what went wrong
- 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 does not happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
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. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
What you can do next
We hope that, if you have a problem, you will use the 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.
Whilst we do all we can to resolve your concerns, it is your right to advise you that you can seek an independent review of complaints from the Parliamentary and Health Service Ombudsman. Requests for independent review should usually be made within a year of the conclusion of the local complaints process. You can contact the Ombudsman on 0345 015 4033 or by email at firstname.lastname@example.org or write to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.
If you have received particularly good service from us, please let us know and we will tell the clinician or member of staff concerned.