The Practice offers an in-house procedure to deal with complaints about the service we provide. If you wish to make a complaint, please complete a complaints form which is obtainable from reception or by letter/email.
You should be aware that we keep strictly to the rules of medical confidentiality. We aim to resolve complaints easily and quickly. In many cases, we try to solve the problems as they arise.
As stated above all complaints should be addressed to the Office Manager. You can either do this by:
- · Completing a complaints form
- · Writing a letter/email of complaint
- · Making a verbal complaint in person or by phone
Whichever way you choose to raise your concerns, we will try our best to acknowledge your complaint within 3 working days. In some cases you may be invited to attend a meeting with the Manager. If your complaint is against a clinical member of staff, i.e. a doctor or nurse, your complaint will be investigated by a doctor not involved with your complaint. The investigating doctor will usually also be present at the meeting. At this meeting we will take a detailed record of your concerns (you may be asked to read and sign this).
We will make every effort to investigate your concerns thoroughly and offer you a prompt explanation and/or apology. If however, you are not satisfied or your complaint is of a more complicated nature, we will explain the next step in the complaints procedure and the time limits you should expect. In all instances the Manager will ensure that your concerns are dealt with as soon as possible.