We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact Mrs Lisa Roberts, Practice Manager, who will deal with your concerns appropriately.
A complaint should be submitted as soon as possible after the event/issue.
The NHS Customer Care can be contacted on 0300 311 2233 for advice and assistance, they can also provide information on how and where to obtain advocacy support. However, ultimately the practice needs to investigate the complaint and reply.
The Practice will acknowledge receipt of a complaint within 3 days, a meeting will be offered if appropriate. The practice will always try to respond within 10 working days. If delays occur for any reason this will be explained and a revised date will be given for the completion of the investigation.
Once the complaint has been finalised at a practice level, the patient still has a right to complain to the Health Services Ombudsman.
The Ombudsman exists to provide a service to the public by undertaking independent investigations into complaints that government departments, a range of other public bodies in the UK, and the NHS in England have not acted properly or have provided a poor service. However, the Ombudsman would generally only agree to review a complaint if they feel all attempts to resolve the complaint at a local level have been exhausted. The Ombudsman should be approached as soon as possible. The Health Service Ombudsman can be contacted on 0845 015 4033 or by writing to:
Alternatively, you can visit their website at: www.ombudsman.org.uk where you can access their patient information leaflet.
Complaining On Behalf Of Someone Else:
Please note that we keep strictly to the rules of medical confidentially. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed.
If the person is unable to complain themselves please contact Mrs Lisa Roberts, Practice Manager, who will provide advice.