We operate a practice complaints procedure which meets national criteria as part of a National Health Service system for dealing with complaints.
HOW TO COMPLAIN:
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If not, and you wish to make a complaint, we would like you to let us know as soon as possible. Complaints should be addressed to the Operations Director. Alternatively you may ask for an appointment with the Operations Director in order to discuss your concerns. It would be a great help if you are as specific as possible about your complaint.
WHAT WE SHALL DO:
We aim to have responded as swiftly as possible to your complaint and within 20 working days from the date you raised it with us. We shall then be in a position to offer you an explanation, an apology if appropriate or a meeting with the people involved. Please be assured that future care will not be impacted by making a complaint. When we investigate your complaint, our aims will be to make it possible for you to discuss the problem with those concerned if you would like this, and take appropriate action wherever possible.
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 must have their written permission to do so. A letter of consent signed by the person concerned will be needed, unless they are not able (because of illness) to provide this.
We have a dedicated complaints leaflet which will be provided to patients on request. This contains more detailed information including where you can go if you feel that your complaint has not been resolved to your satisfaction.