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Complaints Procedure

Practice Suggestions/Feedback

We endeavour to give our patients the best care and attention possible.  We regularly review our service and complaints/suggestions allow us to see areas in which we can improve. 

Suggestions/feedback can be passed on to the reception staff at the practice or you may wish to download our suggestion and feedback form Please print the suggestion leaflet, fill in the details, and either hand in at reception or post it to us.

Practice Complaints Procedure

We always try to give you the best services possible, but there may be times when you feel this has not happened. 

This leaflet explains what to do if you have a complaint about the services that we provide for you. If you make a complaint about our services, we will ensure your care is not affected.

We hope you will use this procedure to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.  However, we are not able to deal with questions of legal liability or compensation. 

If you would like to complain more formally, please write to our Complaints Manager, who will take full details of your complaint and decide how best to undertake the investigation.

You will receive acknowledgement of your complaint within 3 working days.

We will try to

  • Fully investigate your complaint
  • provide you with an explanation
  • discuss any action that may be needed
  • follow up any learning points with the whole team

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.

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, put right any problems you have identified or mistakes that have been made.

Please note that we must respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

A summary of complaints will be discussed with our Patient Participation Group (no patient details are disclosed) annually to look for any patterns and to ensure we have followed due diligence.



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