If you have comments about our services or suggestions for improvements please speak to any member of the Practice Team or drop a comment slip into the comments boxes in our practice waiting rooms. Our Practice Manager is also pleased to hear directly from patients. Please ask if you wish to speak to him.
If you have any complaints about our services or personnel please let us know. The Practice complies with the NHS Complaints Procedure. Our Complaints Manager is the Practice Manager who is responsible for the administration of the complaints procedures. The Senior GP Partner acts as the Practice’s Responsible Person for complaints. If you have a small complaint that we should be able to resolve quickly please speak to a member of the Practice Team who will undertake to resolve the matter for you. If you are satisfied with the outcome no further action need be taken.
If you are not satisfied, or have a larger complaint, this should be made orally to the Complaints Manager in person, who will make written notes, or your complaint should be submitted in writing. We will normally acknowledge your complaint within three working days and aim to have your complaint looked into within fifteen working days.
You will also be provided with a copy of the Practice’s information leaflet explaining the complaints procedure. You may also request this leaflet at any time. If your problem leads to a complaint you should let us know without delay. If you cannot do this then you should make a complaint within twelve months of the incident which caused the problem or within twelve months of the problem coming to your attention.
Complaining to NHS England
If you have a problem with the service from the practice we hope you will bring it to us through our complaints procedure and enable us to put right whatever might have gone wrong. But this does not affect your right to make your complaint direct to NHS England rather than to the practice. You must choose at the outset whether to make your complaint to the practice or to NHS England. If you choose to do so your complaint should be directed to NHS England at the following address:
PO Box 16738
Telephone: 0300 311 22 33
The Parliamentary and Health Service Ombudsman (the Ombudsman)
If you are dissatisfied with the response which you receive from the practice or NHS England then you can refer the matter to the Ombudsman. You must refer to the Ombudsman within twelve months of receipt of the final response letter to your original complaint. Information regarding the Ombudsman can be found at www.ombudsman.org.uk or by calling the Ombudsman Complaints Helpline on 0345 015 40 33.