Complaints Procedure

MAKING A COMMENT OR COMPLAINT

DO YOU HAVE A COMMENT?

We welcome any comments you may have on the service you receive. You can discuss these with any member of staff within our practice or register your comments and suggestions at the reception.

COMPLAINTS INTRODUCTION

When something does go wrong, we want to know how we can make it right. If we have made a mistake we want to learn from it so that we can improve our service.

You have the right to have any complaint investigated and to be provided with a full and prompt written reply.

Your complaint will always be dealt with in confidence and will only be discussed with those who need to know. Under the Date Protection Act, no personal information regarding yourself will be disclosed without your consent.

HOW TO MAKE A COMPLAINT?

If you are not happy with our service:

  • Talk to an appropriate member of staff, they will try and sort out the problem there and then.
  • If that is not possible they will take the details of your concerns and we will investigate them promptly.
  • We recognize that sometimes you wont feel comfortable raising your concerns directly with the person involved. In this case please ask your complaint to be referred to the Senior Person in the Practice straight away.
  • If you dont feel comfortable making your complaint in person, it can be sent to us via post.

AFTER WE RECEIVE YOUR COMPLAINT

We will acknowledge receipt of your complaint within 3 working days.

We will assess each complaint and depending on its nature respond accordingly. It is normal to invite the complainant into the practice to discuss the complaint with the senior members of staff, and discuss how best we can learn from any mistakes and how the problem can be corrected for the complainant.

If after this period you feel matter is still left unresolved, with your consent we will raise the matter with the relevant regulatory bodies.

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