We are constantly monitoring our services to patients and would welcome any comments, including praise and constructive criticism.

COMPLAINTS

We offer an in-house complaints procedure that meets national criteria.

We hope that most problems can be resolved as they arise, with the person concerned.

If this is not possible and you wish to complain, please speak to the practice manager/assistant or one of the doctors in the first instance. Any complaint should be brought to our attention as early as possible so that it can be investigated while the matter is fresh.

Complaint can be made in writing and should be addressed to the Practice Manager or any of the doctors. We will acknowledge your complaint within two working days and aim to have investigated and responded within 10 working days.

Our aim will be to:

• establish the facts and determine where anything has gone wrong
• make it possible for you to discuss the problem with those concerned, if this is what you wish
• make sure you receive an apology, where this is appropriate
• identify anything we can do to make sure the problem does not happen again.

The practice manager/assistant is available most weekdays to give you further information about the procedure and to try to deal swiftly with any problem that may occur.

If you are totally dissatisfied with us or the services we provide, you have the right at any time to leave our list and to register with another practice.

We also have the right to have patients removed from our list. In general we will only exercise this right in the case of patients who repeatedly and persistently ignore their own responsibilities to us and to other patients after due warning has been given. We will remove from our list immediately patients who are violent or seriously abusive towards any of the practice staff.

Practice Complaints Leaflet 2015.doc