Compliments, Suggestions, and Complaints
Compliments or Suggestions?
We would like to know if we have done things well and to hear your suggestions:
We will tell our staff what you think and use the information to continue to improve our services.
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first or call the surgery on 01895 822 944 and speak with the Reception manager.
- Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon
as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. - Please note we are unable to take a written complaint fowared unless you have tried to resolve the problem with the reception manager in the first instance.
In any event, this should be Within 12 months of the incident Or within 12 months of you discovering that you have a problem.
State your case clearly giving as much details as you can. If you are a registered patient you can complain about your own care.
You are unable to complain about someone else’s treatment without their written authority.
WHAT WE DO NEXT
We look to settle complaints as soon as possible.
We aim to acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a
formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take
longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint and attempt to see what happened and why, to see if there is something we can learn from this, and make it possible
for you to discuss the issue with those involved if you would like to do so. When the investigations are complete your complaint will be determined
and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social service) we will liaise with that organisation so that you receive one
coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may
seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain
dissatisfied with the response.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
To pursue a formal complaint follow the process above and only then if you are still not saitisfied should you use the form below to write to the practice manager