We always try to give you the best services possible, but there may be times when you feel this has not happened. The following information explains what to do if you have a complaint about the service we provide for you.
If you wish to make a complaint please phone or write to our Practice Manager, Julie Savage. She will take full details of your complaint and decide how best to undertake the investigation. Please note that we have to respect our duty of confidentiality to patients and a patient’s written consent may be necessary if that patient in person does not make a complaint.
We think it is important to deal with complaints swiftly, so you will normally be offered an appointment for a meeting to discuss matters within seven working days. Occasionally, if we have to make a lot of enquiries, it may take a little longer, but we will keep you informed.
We will try to address your concerns fully, provide you with an explanation and discuss and action that may be needed. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not the case and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
The above Practice procedure is not able to deal with questions of legal liability or compensation, nor does it affect your right to make a formal complaint to the Primary Care Trust if you so wish.