If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE- ideally within a matter of a few days. This enables us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 6 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Form is provided below.
WHAT WE WILL DO
We will acknowledge your complaint within 2 working days and aim to have the investigation completed within 10 working days of the date it was received, if we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances, ensure you receive an apology if this is appropriate, and take steps to make sure a similar problem doses not arise again