All complaints are taken seriously and are dealt with in accordance with the Practice Protocol. If you have a complaint in the first instance, please contact the Practice Manager, in writing. Complaint forms and information are available at Reception.
If you prefer you may address your complaint to NHS England or to the Healthcare Ombudsman, their contact details are in the Complaints leaflet.
Any complaint you make will be investigated and you will receive a written response from the Practice within 10 working days.
If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter with the Practice Manager and where appropriate, one or more of the doctors, following which you will receive a written statement from the Practice regarding the discussion and the outcome.
Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.
The Practice will strive to deal with complaints in a methodical and efficient manner in order to bring about an equitable conclusion.
Independent conciliation/advocacy services are available – see the complaints leaflet for contact details.
Compliments, Concerns and Comments
It is always nice to receive a compliment, but if you have any concerns or comments regarding the Practice or the treatment you receive, please leave a message in the “suggestion box” which can be located in the ground floor waiting room.
Alternatively you can leave a “review” on the NHS UK website.