Comments & Complaints
Our aim is to deal with most complaints as promptly as possible within 24 hours. If however this is not possible and your complaint requires more investigation you can complete a form, which is available at reception, or write a letter. These complaints should be addressed to the Practice Manager who will thoroughly investigate.
A letter of acknowledgement will be sent to the complainant within 3 days and an offer a meeting will be made. The practice will need to Identify the complainants preferred outcomes and the complainant would be offered an assessment of how realistic this is. An action plan will be agreed with timescales, including a review date.
The complaint will be investigated and a reply will be made to complainant as agreed in the plan and an offer of a meeting if appropriate. The practice will establish if the complainant is satisfied, if not the matter can be taken to the ombudsman for an independent review and will be given a leaflet on how to do this .
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.