If you have a comment, compliment, complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
You may leave comments or compliments in person with the Doctor or Nurse that you are seeing today or with reception. Alternatively you can use the touch screens for booking in. You may also write to the Practice Manager or send us a secure message online using Engage Consult which is linked from our website.
We hope that we can sort most problems out easily and quickly, 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 doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager who will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have the authority to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. For deceased patients, we will need the consent of the next of kin. A Third Party Consent Form is available from reception.
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, LONDON SW1P 4Q Tel 0345 0154033
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