We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into your complaint if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the local Patients Advice and Liaison Service (PALS) or the Parliamentary Ombudsman.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our Practice Complaint Manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly and will acknowledge receipt of your complaint within 3 working days; it will then be investigated and we will aim to resolve it with the minimum of delay. Should there be any undue delay in resolving your issues we will keep you informed on progress. Please see our complaints leaflet at the Practice for further details