We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
We operate a complaints procedure as part of the NHS system for dealing with complaints, which meet national criteria.
A copy of this is available from reception. Our aim is to give you the highest possible standard of service and to deal swiftly with any problems that may arise. We endeavour to report back to you in 10 working days or 2 weeks although some complaints may take more time to fully investigate.
To pursue a complaint please contact our surgery management team and they will deal with your concerns appropriately. Please refer to our practice complaints procedure Complaints Procedure.
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:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- 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 or write to The Health Service Ombudsman Millbank Tower, Millbank, London SW1P 4QP.
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.
Your suggestions
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.