General Feedback
If you would like to provide the practice with general feedback or ideas please feel free to use our online form
Complaints
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, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
- The Practice has nominated Susan Winder as the Complaints Co-ordinator, to be responsible for managing the procedures for handling and considering complaints in accordance with the Policy and Procedure.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned or verbally or written to the Complaints Co-ordinator.
If your problem cannot be sorted out in this way and you wish to make a formal complaint we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks, this will enable us to establish what happened more clearly. If it is not possible to do that, please let us have the details of your complaint:
- Within 12 months of the incident that caused the problem or
- Within 12 months of discovering that you have a problem.
What shall we do?
We shall acknowledge your complaint within 48 hours and aim to have looked into your complaint within 10 working days of the date you raised it with us. We shall then be in a position to offer you an explanation. When we look at you complaint we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like to do this.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we need to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.