If you have a complaint or concern about the service you have received from any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.
How to complain:
Once you have expressed your complaint we will open a complaint file within 1 working day.
All correspondence you receive after your initial complaint will be done via email, please make sure we have your correct email address on your file.
We will respond and acknowledge your complaint officially within 3 working days, enabling us to establish what happened and how we plan to resolve the concerns.
To enable us to investigate and resolve issues quickly, please let us have details of your complaint within 12 months of the incident that caused the problem.
Written complaints should be addressed to Lauren Fisher – Complaints Manager.
We will arrange an appointment in order to discuss your concerns.
We will explain the complaints procedure to you and send you a copy.
We will ensure that your concerns are dealt with promptly.
It will be a great help if you are as specific as possible about your complaint.
What shall we do:
We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 14 working days from 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 investigate 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 doesn’t happen again
Keep you updated if there is a delay in our normal timeframes
Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must 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 physical and mental illness) of providing this.