Comments, Complaints & Compliments Procedure
If you have a comment, complaint or compliment about the service you have received from the Doctors, Nurses or any member of the staff, please let us know.
Our complaints procedure complies with the NHS complaints procedure.
When 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 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 - because 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;
- within 6 months of discovering that you have a problem,
We have the discretion to waive this time limit if there are good reasons why you could not complain earlier.
How to complain
You can do this by filling in one of the slips at reception, asking to speak to the Practice Manager either on the telephone or in person. You can also complain by letter if you so wish
Complaints should be addressed to the Practice Manager or any of the Doctors. Alternatively, you may ask for an appointment with the Practice Manager in order 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.
All comments and complaints are welcomed and taken seriously.
What we shall do We shall acknowledge your complaint either at the time you make it personally, or within two working days of receipt of completed slip or by letter. We shall look into your complaint and refer back to you ten working days of the date of receipt. If for any reason a full response will take longer than 10 days you will be advised and we will explain why.
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 this is appropriate
- identify what we can do to make sure the problem does not 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 their permission to do so. We will require written consent by the patient concerned, unless they are incapable (because of illness) of providing this, or under the age of 16 when a parent can complain on their behalf.
We hope that our Practice Procedure will resolves any complaints and believe this gives us the best opportunity of putting right whatever has gone wrong and of improving our service.
If you remain unhappy after local resolution then you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:
Tel: 0345 015 4033
A Patient Advice and Liaison Service (PALS) has been established in every Clinical Commissioning Group. PALS are not part of the complaints procedure itself but they might be able to resolve your concerns informally or can tell you more about the complaints procedure and independent complaints advocacy services. Contact:
Telephone: 01923 217198