Complaints Procedure
We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaint procedure, drawn up to respond to patient grievances. 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, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the local Health Authority. Please note that we have to respect our duty of confidentiality to patients. A signed patient's consent will be necessary if the patient does not make a complaint in person. If you wish to make a complaint, please complete a complaint form available from reception. Alternatively, you may telephone or write to the Practice Manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly and will acknowledge your complaint within five working days and aim to have looked into your complaint within fifteen working days of the date that you raised it with us. We shall then be in a position to offer you an explanation, or arrange a meeting with the people involved. Occasionally the process may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to any meeting that may be arranged. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
