Comments & 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 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.
Should you have any complaint regarding the service you have received at this practice, we operate a complaints procedure designed to provide an explanation. If this practice complaints procedure is not considered suitable, you will be referred to the appropriate authority.
This procedure does not cover legal or compensation matters, but it is designed to rectify your problems.
If you are not the patient, then due to confidentiality, we will need the patient’s authority to disclose information. There is a space for this on the Complaint Details Form. The Practice Manager will be available to help you to complete the form and discuss any element of the complaint.
A full investigation will be carried out by the appropriate person.
An Action Sheet will be filled and reviewed at the practice meeting. Once the complaint is resolved, we will get an evaluation form filled by the patient and keep for records and review in future.
In matters of a clinical nature this will be done by the doctor. Any other complaints will be dealt with by the practice manager.
You will receive an acknowledge-ment of the complaint within 3 working days and will be invited to attend the surgery to discuss the complaint fully within a period of 10 working days.
Our practice would like to know what you think of our practice and the service you receive. We would like to know if you have a complaint, complement or suggestion about our services.
- You can ask the health professional you see, to show your records to you and explain anything which is unclear.What if I want formal access?
- Under the Data Protection Act 1998 section (7) you have a right to access and make copies of your health records
- For further information, please contact the reception staff.
Can information be kept from me?
- Yes, if the health professional thinks it is likely to cause you serious physical or mental harm surgery within 3 years, will be seen if requests a consultation without prejudice.
- Where we provide such a consultation, we shall make inquiries and undertake such examinations as appear it to be appropriate in all circumstances.
- Patients aged 75 years and over- When you are 75 years or over and is not seen within 12 months at the surgery, will be seen if requests a consultation without prejudice. Where we provide such a consultation, we shall make inquiries and undertake such examinations as appear it to be appropriate in all circumstances.
- Such a consultation may take place in your home where, in our opinion it would be appropriate, as a result of the patient’s medical condition, for you to attend at the surgery.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
UK Ombudsman Services
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.