If you have a complaint, please see the attached leaflet detailing our Complaints Procedure
and the information below.
We welcome any feedback you have to offer. Please complete our online feedback form
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 resolved in this way and you wish to make a formal complaint we would like you to let us know in writing as soon as possible, ideally within a few days. This will help us establish what happened more easily.
If this is not possible please let us have the details of your complaint:
- Within 12 months of the incident that gave rise to the complaint.
- Within 12 months of being made aware of the incident.
Complaints should be directed to:
We would in the first instance request that complaints be sent in writing addressed to Lisa Flaherty, Assistant Practice Manager however you are welcome to ask for an appointment to discuss your concerns.
What we will do
We will acknowledge your complaint within two working days and aim to have looked into your complaint within 21 working days from the date you raised the complaint with us.
We aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with us.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to ensure the problem does not happen again.
Complaining on behalf of someone else
We adhere strictly to the rules of patient confidentiality, if you are complaining on behalf of someone else, we have to know that you have their permission to do so. Signed consent will be required, unless they are incapable of providing this.
We hope that if you have a problem you will follow our Practice Complaints Procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
If you are dissatisfied with the outcome you are entitled to seek assistance from the Independent Complaints Advocacy Service (ICAS) who can be contacted on 01273 229002.
You also have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint if you remain unhappy once local resolution is completed.
The address is:
The Parliamentary & Health Services Ombudsman
Telephone: 0345 015 4033
Improving Patient Services
We would like to give you the opportunity to tell us how well we are doing. If you have any comments, suggestions or compliments please complete one of our forms in reception and place in the box provided.
Alternatively, you can contact Lisa Flaherty our Assistant Practice Manager
Telephone: 01442 822468
Your comments are helpful to us to improve our services and will be discussed at our team meetings.