We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that may have been made. If you use this procedure it will not affect your right to complain to NHS England. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly and so, in an effort to do this, the following procedure has been adopted by the practice:
1. Please put your complaint in writing as soon as possible and address it to the practice manager.
2. Your complaint will be acknowledged immediately and a full investigation conducted in the practice.
3. A meeting may be arranged with the complainant, the practice manager and a doctor, to discuss the complaint and outcome of the investigation. Alternatively a written response will be offered and include an explanation, an apology if necessary, and details of any alteration of organisation/procedure if this is appropriate.
4. If the foregoing procedure does not result in a resolution of the complaint, the complaint can be forwarded to NHS England (PO Box 16738, Redditch, B97 9PT - telephone: 0300 311 22 33).