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New Complaints Procedure Posted on 12 Oct 2017






Practice Complaints Procedure




  • Introduction:




If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure as part of a NHS wide system for dealing with complaints.  Our system meets the national criteria.




  • How to complain:




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 on the day.  This is because the sooner we know about a problem, the easier it will be for us to establish what happened.  In any event, 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, providing this is within 12 months of the incident.




Complaints should be addressed to the Practice Manager, Diane Maskell, or in her absence Lorraine Ricketts, Admin Manager, who is the Complaints Lead.




You can either put this in writing or ask a receptionist for a complaints form.




  • What we will do:




We will have looked into your complaint and respond within 14 working days.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint, we shall:




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 this is appropriate.




Identify what we can do to make sure the problem doesn’t happen again.




  • 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 their permission to do this in writing.






Updated 5th June 2017


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