Suggestions & Complaints
We always strive to give what we hope is the best possible service for our patients but there may be times when you feel this has not happened.
We welcome suggestions and complaints as a way of identifying where we have gone wrong. These should be directed to Joanne Edmunds, Complaints Manager or left at reception. Alternatively, these may be posted in the box on the 2nd floor next to the patient lift in the complaints/suggestions box.
We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain - Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint:
· within 6 months of the incident which caused the problem
· within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to Mrs Joanne Edmunds, Complaints Manager. Alternatively, you may ask for an appointment with Joanne Edmunds, Complaints Manager in order to discuss your concerns. She will explain the complaints procedure to you and make sure your concerns are dealt with promptly. If you wish you may put your complaint in writing.
What we shall do - We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint we shall aim to:
· find out what happened and what went wrong
· make it possible for you to discuss the problem with those concerned, if you would like this
· make sure you receive an apology, where this is appropriate
· identify what we can do to make sure the problem does not happen again
Complaining on behalf of someone else - Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaint Information Leaflet