How to Voice Your Appreciation or Concerns
We aim to provide our patients with the best care we can and would like to hear from you if you think we have done something well or if you have suggestions on how we can do things differently.
Equally we know that there will be times when we fall short of expectation and want to know if you are unhappy with the service.
You can ask for a feedback form from reception or complete the form by clicking this link.
If you have a complaint please do not be afraid to say how you feel. We welcome feedback to help us improve our standards.
If you have a complaint or concern about the service you have received from the practice, please let us know.
This should be done as soon as possible after the event, giving as much detail as possible. If this cannot be done, then it should be done:
- Within 12 months of the incident or within 12 months of you becoming aware of the matter.
- Complaints can be made by the patient or a representative (with explicit consent from the patient).
What Happens Next?
Your complaint will be acknowledged within three working days.
All complaints will be fully investigated by our patient liaison officer who will reply either by letter or via the telephone, including the outcome of the complaint and any actions taken as a result of our findings. Please make us aware if you require any specific assistance with your complaint such as translation services, letters in large print etc.
If your complaint involves more than one organisation we will liaise with that organisation so that you receive a coordinated reply, we will need your consent to do this.
If you remain dissatisfied with the response from the practice then you have the right to contact The Health Service Ombudsman, this would require a clear statement of what issues remain unresolved.
The Parliamentary and Health service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
0345 0154033
Review of Feedback/Complaints
We highly value all feedback, and any complaints received by the practice over the past 12 months will be reviewed with the practice team during allocated meetings.
Confidentiality
All complaints must be treated in the strictest confidence
The practice must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients’ medical records.
