We very much welcome your feedback, either positive or negative, regarding the service you have received from our practice.
Occasionally we get it wrong and we aim to:
Practice Complaints Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure which meets the requirements of our mandatory PMS contract. Our procedure has also been influenced by the BMA document “The NHS complaints procedure: guidance for primary care” (published August 2015).
How to complain
We hope that most issues can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint in writing:
* within 12 months of the incident that caused the problem, or
* within 12 months of discovering that you have a problem
Beyond this timescale, it’s at the practice’s discretion to investigate the matter. Complaints should be addressed to Vanessa Hails, Practice Manager. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge receipt of your complaint within 3 working days and draft a complaint plan with you. This will list your concerns, how we plan to investigate and a time scale when you can expect to have our response. We shall aim to make sure you receive an apology, where this is appropriate. We aim to identify what we can do to make sure the problem does not happen again.
Complaints should always be made by the patient concerned unless they are unable to complain or provide written consent for someone else to act on their behalf.
A separate file is kept for complaints records and these will never be filed in your medical records. Therefore your clinical care will not be affected by your complaint.
Mrs Vanessa Hails
Still dissatisfied after receiving our response?
We hope if you want to raise a complaint you will use our practice complaints procedure. If you feel we have not resolved your complaint you can contact the Health Service Ombudsman to request an independent review.
The Parliamentary and Health Service Ombudsman
London SW1P 4QP
Telephone: 0345 015 4033