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How to make a complaint.

Making a complaint



Patient Feedback and Complaints




 




The Practice aims to achieve the best service possible, but there are times when you may feel this has not happened. This leaflet explains what to do if you have a complaint about the services we provide for you. We hope you will use the Complaints Procedure to allow us to look into and if necessary put right any problems or mistakes that may occur.




 




If you use this procedure it will not affect your right to complain to NHS England. The appropriate contact addresses are available from the Reception Staff.




 




Please note that we have to respect patient confidentiality and therefore the patient’s consent will be necessary if the complaint is being made on their behalf.




 




If you wish to make a complaint, please ask to speak to our Practice Manager (Complaints Lead) who will take full details and try to help resolve your complaint. Your complaint will be treated with complete confidentiality.




 




We think it is important to deal with complaints swiftly so you will normally be notified that your complaint is being looked into within 2 days and offered an appointment for a meeting to discuss the matter within a maximum of 14 days. Occasionally, or if we have make a lot of enquiries it might take a little longer, but we will keep you informed. You may bring a relative or friend with you to the meeting.




 


We will endeavour to address you concerns fully, provide you with an explanation and discuss any action that is needed. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authority that will be able to help you.




Information regarding our Complaints procedure  can be found here:




Complaints Leaflet





If you would like to make a formal written complaint please either contact the surgery or down load a complaint form below.




Complaints Form



 




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