Complaints Policy

Although we endeavour to give you the best possible service, there may be times when you feel you have received less than this. If you have any concerns regarding the service you have received, or simply require more information, please ask to arrange an appointment with the Practice Manager. If you are not satisfied following a consultation with one of the GPs, you may make an appointment with another GP within the practice for a second opinion.

We have to respect our duty of confidentiality to our patients and if you are complaining on behalf of someone else we do need their consent. Our reception staff can provide you with a consent form. Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide as many details as possible on the form.

If you feel you would still like to make a formal complaint please contact the Practice Manager, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident or within 12 months of you discovering the incident.

We look to settle complaints as soon as possible. We will acknowledge your complaint within 2 working days and aim to have looked into the matter within 10 working days. Occasionally if we have to make a lot of enquiries it may take up to 4 weeks to get back to you with a reply, but we will keep you informed. We will carry out a full investigation of the matter and reply in writing or offer you a meeting to discuss the complaint, investigations and our findings if you so wish.

At your request, where your complaint involves more than one organisation we will liaise with that organisation to provide you with one co-ordinated response.

We hope that at the end of our investigation you will feel satisfied that we have dealt with your complaint thoroughly. If you are dissatisfied with the outcome you have the right to approach the Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 0154033

A copy of our complaints information leaflet is available from reception.

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