Complaints

Making a complaint

We constantly strive to give patients the best possible care and attention. We regularly review our service and have case discussions.

Practice complaints procedure

Complaints can be made in writing or by completion of a standard complaint form available from the practice. Upon completion, either hand in to reception or send to the attention of the practice manager. In all cases we would respond to your complaint within 5 working days and offer you the opportunity to discuss the complaint in more detail. We will try to

  • Address your concerns fully
  • Provide you with an explanation
  • Discuss any action that may be needed

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will inform you of on how to escalate your complaint.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. If you use this procedure, it will not affect your right to complain to the primary care trust if you so wish.

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.