The staff and doctors at the practice are committed to provide high quality healthcare and services to patients.

How to complain  

It is best to tell a member of staff about your problems or concerns as soon as they arise and we will try and sort them out.

If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.

If you have a complaint and you wish to discuss your concerns, you can ask to speak to - Practice Manager/ Assistant Manager

You need to make your complaint within 12 months of the incident that caused the problem or within 12 months of discovering that you have a problem relating to a specific incident.

Complaining on behalf of someone else

Medical records are protected under the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have the permission to do so.

What we will do 

We will acknowledge your complaint within three working days and offer to discuss with you the best way to investigate it, including time scales for a reply.  We will aim to:

  • Find out what happened and what went wrong
  • Invite you to discuss the problem with those involved if you wish to do so.
  • Apologise where this is appropriate 
  • Identify what we can do to make sure that the problem does not happen again

(Due to the Covid-19 pandemic, complaints may take longer to respond to.- We apologise for any inconvenience.)

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:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. 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.

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