Suggestions & Complaints
We offer a practice complaints procedure to deal with comments, suggestions and complaints about the services we provide. If you feel you wish to make a comment/complaint, please ask the receptionist for a complaints form. Alternatively, you may speak to the Practice Manager who will give you further information.
Our aim is to give you the highest standard of service and we try to deal swiftly with any problems that may occur.
We always try to give you the best services possible, but there may be times when you feel this has not happened. Our practice Procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.
If you use this procedure it will not affect your right to complain to the NHS Commissioning Support Services if you so wish. The appropriate contact address is printed below. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.
If you wish to make a complaint, please phone or write to our practice manager. She will take full details of your complaint and decide how best to undertake the investigation. Alternatively, you may ask the receptionist for a complaint form which should be completed and returned marked for the Attention of the Practice Manager.
We think it is important to deal with complaints swiftly so you will receive an acknowledgement of your complaint within 7 days. Once the investigation has taken place, you will be contacted again regarding the findings. Occasionally, if we have to make a lot of enquiries, it may take a little longer, but we will keep you informed.
Following this, should you wish to discuss further with the Practice Manager, this can be arranged. You may bring a friend or relative with you to the meeting. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
PO Box 16738
If you require help in making a complaint, please contact the Independant NHS Complaints Advocacy Service - POhWER. A free independant support for people wanting to take a complaint through the NHS complaints procedure.
If you are unhappy with the way the NHS handled your complaint, you can ask the
Parliamentary and Health Service Ombudsmman to consider it further.
Textphone: 0300 061 4298