Complaints

Complaints

Our aim is to provide high quality care and a friendly, efficient service. If you feel that we have not done our best our Practice Manager is available if you wish to make any enquiries about aspects of your health and treatment via: [email protected]

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this Practice, I would firstly like to apologise for the issues that you feel you have experienced. The practice does appreciate feedback both negative and positive; we see feedback as a tool in improving our services. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

How to Complain

Problems can often be sorted out easily and quickly, and often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened more easily.

Complaints should be addressed to the Practice Manager or either of the Partner GPs.

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date from the date you raised it with us.

We hope that, if you have a problem, you will use our Practice Complaints Procedure. We believe this gives us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not, however, affect your right to approach NHS England , if you feel that you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

If you remain dissatisfied with the response to your complaint and do not wish to allow us the opportunity to resolve with you any outstanding concerns, you also have the right to ask the Parliamentary and Health Service Ombudsman to review your case within 12 months from the date that your initial concerns were raised to the practice. The Parliamentary and Health Service Ombudsman is an independent body that carries out independent investigations into complaints about UK Government departments and their agencies, and the NHS in England. You can contact the Parliamentary and Health Service Ombudsman on Helpline on 0345 015 4033 if you would like further help or advice in this respect.

Extra Info

"Welcome to our Practice, we are proud of our fantastic team. We welcome new patients to join our practice; come and experience healthcare as it should be"

Dr L Thompson

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