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.
To pursue a complaint please contact the practice manager, Diane Maskell, this can be done verbally, in writing or electronically and she will deal with your concerns appropriately. For further information, please view our complaints policy and procedure. The Upstairs Surgery Complaint Policy (DOC, 39KB) and The Upstairs Surgery Complaints Leaflet for Patients (DOCX, 21KB)
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.
Compliments, Concerns and Comments
It is always nice to receive a compliment, but if you have any concerns or comments regarding the Practice or the treatment you receive, please leave a message in the “suggestion box” which can be located in the ground floor waiting room.
Alternatively you can leave a “review” on the NHS UK website.