The Practice is committed to providing high-quality, person-centred care and treatment that’s both safe and effective. However, we understand that there are times when things go wrong. If something goes wrong, or you’re dissatisfied with what we have or haven’t done, tell us and we’ll do our best to put things right. If we can’t resolve matters in the way you want, we’ll explain why it’s not possible to do as you suggest. Understandably, you might be upset or distressed when formally raising concerns about you or your loved one’s care. As a result of this, our practice team will treat you with respect and dignity throughout this emotional time. It’s expected you show the same courtesy to them. We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and allow us to improve our services.
‍
Who to talk to: You can speak to any member of staff initially about your concerns. This allows us to work with you to resolve any concern you may have without going through a formal process. Most complaints are best resolved within the practice, and formal complaints should be made via our Practice Services Manager. 

‍

We will acknowledge your complaint within three working days of receipt. We aim to have investigated the matter and replied to you within 28 working days, although this will be determined by the complexity of the complaint and access to those involved. If we cannot meet these timescales we will
contact you to let you know why.

‍

If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter.

‍

The Procedure

We aim to sort out most problems at the time that they arise. If your problem cannot be dealt with immediately, by the reception/administration staff, and you wish to make a complaint, we would like you to let us know in writing as soon as possible. All complaints should be addressed to the Practice Manager here at the Practice, who will ensure that your complaint is dealt with promptly.

 

What we will do:

We will acknowledge your complaint within two working days of receipt. We aim to have investigated the matter and replied to you within ten working days, although this will be determined by the complexity of the complaint and access to those involved. If we cannot meet these timescales we will contact you to let you know why.

When we look into your complaint we will aim to:

‍

·       Investigate the problem with all members of staff concerned.
·       Notify you of the outcome of the investigation with a complete explanation.
·       Identify the problem with a view to improving the service we offer to our patients 
Complaints Policy