In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered. We strive to deliver high quality patient care at all times in all areas of contact with the patient or patient’s representative, but are realistic enough to appreciate that there are times when we may fail to meet patient expectations.
The Practice complaints procedure is aimed at quick resolution of problems. To make a complaint, please read how to make a complaint. The reason for this is that it enables the patient to fully articulate the issues or concerns in writing that in turn enables the Practice to methodically and efficiently investigate in order to find a equitable conclusion.
As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied.
After your complaint is written, you will receive acknowledgment within two working days from receipt.
Any complaint you make will be investigated and you will receive a written report from the Practice as to the outcomes of the investigations and, where appropriate, the steps taken to ensure the situation does not recur. We will usually reply within 10 working days depending on the nature of the complaint.
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.
Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.
If you prefer you may address your complaint to NHS England or to the Healthcare ombudsman. their contact details are in the complaints leaflet. These other bodies may wish to share information about your complaint with the local commissioning group. However, we are told that this would not happen without your consent.
Independent conciliation/advocacy services are available – see how to make a complaint for contact details.