Complaints

Making a complaint

We are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a 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 easily. If it is not possible to do that, please let us have details of your complaint.

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

To pursue a complaint or concern please contact the Practice Manager, Andrew Wilkinson, and he will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

Complaints leaflet

You can make your complaint:

In person   –   ask to speak to Andrew Wilkinson (Practice Manager)

In writing   –   some complaints may be easier to explain in writing – please give as much information as you can, then send your complaint to the practice for the attention of Andrew Wilkinson (Practice Manager) as soon as possible.

What we will do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We will acknowledge your complaint within 3 working days and aim to look into it within 10 working days of the date you raised it with us.

We will then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we 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 this
• make sure you receive an apology, where appropriate
• identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

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 have to know that you have his or her permission to do so. A letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Zero Tolerance Policy

We have a Zero Tolerance Policy to abuse and violence. Patients may be asked to leave the Practice if not adhered to.