We always try to offer the best possible service to our patients and to other visitors to the Practice. However, there may be times when you feel this has not happened and you wish to make a complaint.
In the first instance we would like to be given the opportunity to deal with your complaint. Most problems can be sorted out quickly and easily. Should you wish to make a complaint please contact the Practice manager, Kirstine House either by telephone or in writing. She will acknowledge receipt of your letter within 3 working days and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing or you may be invited to meet a member of the Practice team to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why and see if there is something we can learn from it. We also like to offer the patient the opportunity to discuss the issue with those involved if it is appropriate to do so.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else's treatment without their written authority. Where a patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of circumstances which prevent this in your covering letter.
If you remain dissatisfied with the outcome you have the right to approach the Ombudsman. The contact details are:
The Parliament and Health Service Ombudsman
Tel: 01345 0154033 or www.ombudsman.org.uk
You may also approach the NHS Commissioning Board Service Desk for help and advice.
This team provide confidential advice and support, helping you sort out any concerns you may have about the care we provide. They will also guide you through the different services available from the NHS.
Tel: 0300 311 22 33