Suggestions, Comments and Complaints

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 and we hope that most problems can be sorted our easily and quickly, often at the time they arise and with the person concerned.

If your complaint 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, ideally, within a matter of days. This will enable us to establish what happened more easily.

We operate a practice complaints procedure that conforms with NHS recommendations and national criteria.

Please let us know by using our Feedback and Complaints triage. Complaints should be addressed to the operations manager or a GP partner.

Alternatively, you may ask for an appointment with the operations manager in order to discuss your concerns.

What We Will Do

We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised the complaint with us. We shall then be in a position to offer you an explanation, or a meeting with the person(s) 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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.