Comments And Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.
We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievance. 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, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it does not affect your right to complain to the Health Services Authority. 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 the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe that it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within five days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed. You will receive a final letter explaining the results of any practice investigations.
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of resolving problems and give us an opportunity to improve our practice.
If you remain dissatisfied with the outcome you may refer the matter to:
NHS England Customer Contact Centre, PO Box 16738 Redditch B97 9PT Tel: 0300 311 2233
Health Service Ombudsman Millbank Tower, Millbank, London SW1P 4QP Tel: 0345 015 4033