Dear Patient,
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.
If you wish to submit a complaint, please see our complaint procedure below.
1. Patient or patient representative can send a letter to the practice or complete a complaints form (you can collect a form from reception or we can send you a form). You can also email us at [email protected]
2. Please address any complaints in the first instance to Victoria Kilford, (the) Practice Complaints Lead.
3. If the complaint is on behalf of someone else, consent is needed. (Patients that are unable to submit a complaint can ask a family or friend to submit it on their behalf as long as they provide consent, or alternatively they can also contact PALS. Please visit https://www.nhs.uk/nhs-services/hospitals/what-is-pals-patient-advice-and-liaison-service/ to find your nearest PALS office). 4. We will acknowledge the complaint within 10 days (resources permitting). 5. Investigation and final response from the practice will be within 3 months (the BMA guidelines allows us 6 months).
6 if you are not satisfied with the practice response to your complaint, you have the right to contact The Health Service Ombudsman. The Ombudsman is independent of government and the NHS. You can contact their helpline on 0345 015 4033 or email [email protected].
Pauline Rowe & Victoria Kilford
Practice Manager – Practice Complaints Lead