We make every effort to give our patients the best possible service. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine reason for a complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably as possible.
The practice operates an approved complaints procedure and endeavours always to resolve complaints to the satisfaction of the complainant.
Complaints requiring a response must be in writing (not via email or patient suggestions) and must be forwarded to the Practice Manager, who must:
- if necessary, acknowledge in writing within the period of three working days beginning with the day on which the complaint was made or, where that is not possible, as soon as reasonably practicable.
- ensure the complaint is properly investigated.
- within the period of 25 working days beginning with the day on which the complaint was received by the Complaints Officer where that is not possible, as soon as reasonably practicable, the complainant must be given a written statement of the investigation and its conclusions.
If your complaint cannot be resolved within the practice, there is a formal complaints procedure through NHS England and then the NHS Ombudsman.