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 complaints 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 the complaints procedure 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 CCG.
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 the patient in person. If you wish to make a complaint, please telephone or write to our 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, so you will be offered an appointment for a meeting to discuss the details within seven days. Occasionally it may take longer but we will keep you informed throughout. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
Please note that many different health professionals work from the surgery and not all of them are employed by our practice. If there is a query about any member of staff employed by this practice then the person to contact is the practice manager.