If you have a complaint or concern about the service you have received from the doctors or any of the staff working in our practice, please let us know. We operate a practice complaints procedure as part of a NHS wide system for dealing with complaints. Our system meets the national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, at the time they arise by speaking with the Practice Manager and the person concerned. If your problem cannot be sorted out in this way and you wish to make a written complaint, we would like you to let us know as soon as possible, ideally on the day. This is because the sooner we know about a problem, the easier it will be for us to establish what has happened. Complaints should be addressed to Barbara Chatterton our Practice Manager. Alternatively, you may ask for an appointment with Miss Chatterton, to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we will do
We will acknowledge your complaint within two working days and aim to have looked into your complaint and made our response within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with you.
When we look into your complaint, we shall:
- 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.
- Where appropriate we will apologise for you having had a problem or reason to complain.
- Identify what we can do to ensure the problem doesn’t happen again.
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 to authorize you to complain on their behalf and for us to discuss them with you.