We always try to provide the best service possible, but there may be times when you feel this has not happened. We have an in-house complaints procedure drawn up to respond to patient grievances. Our practice is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into, and if necessary, correct any problems that you have identified. If you use this procedure, it will not affect your right to complain to the Health Service Ombudsman. Please note we have to respect our duty of confidentiality to patients and therefore a patient's consent will be necessary if a complaint is not made directly by that patient.
If you wish to make a complaint, please write to our Practice Manager, Mrs Susan Stirling, (there is a special form available for you to use if you wish and this is available at our reception). For more information, please click here to access our Surgery Complaints and Comments leaflet.
We will acknowledge the complaint within five working days and aim to have looked into the complaint within ten working days of the date it was raised with us,
We will then be in a position to offer an explanation or a meeting with the people involved.
When we look into a complaint, we aim to:
- Find out what happened and what went wrong.
- Make it possible for patients to discuss the problem with those concerned if that is appropriate.
- Ensure the complaint is resolved to your satisfaction.
- Make sure the patient receives an apology where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Please do also let us know if we have provided a service that you are happy about! It is great to feedback to all Staff that their hard work is appreciated.