If you have a complaint or concern about the service you have received from the Doctors or any of the personnel working in the Practice, please let us know. We operate a practice complaints procedure as part of the NHS complaints system which meets national standards.
We hope that most problems will be resolved quickly and easily, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible – ideally within a few days. This will enable us to establish what happened more easily. If this is not possible, a complaint must be made within 12 months of the incident or within 12 months of discovering you have a problem. You should address your complaint to the Practice Manager who will deal with your concerns promptly and provide you with a response.
If you are not the patient, but are complaining on their behalf, you must have their permission to do so.
WHAT WILL WE DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated the issue within 10 working days from the date of receipt. If we expect it to take longer we will explain the reason for the delay and a timeline of when you can expect a full explanation.
We will provide a final response setting out the results of any investigation.
We will give you the opportunity to discuss the problem with those concerned, make sure you receive an apology if this is appropriate and take steps to ensure any problem does not rise again.
To access and print our PATIENT COMPLAINT FORM, please click here.
To read through the COMPLAINTS PROCESS in more detail, please click here.