Is to provide you with a high standard of service. However, there may be times when you feel that this has not happened. The following explains what to do if you have a complaint about the services we provide.
Aim of the Complaints Process
- To find out what happened and what went wrong
- To make it possible for you to discuss the problems with those concerned if you wish to do this
- To make sure that you receive an apology, where this is appropriate
- To try and make sure the problem does not occur again
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 that patient in person.
Making a Complaint
If you wish to make a complaint, please contact our practice manager, Mr D Berry, who will advise you how the complaint will be dealt with. (If it can be dealt with informally in some way then it will be). If you complaint is made by telephone, we shall respond in writing.
There are time limits on making a complaint. Normally a complaint should be made within 12 months of the event or within 12 months of the date of discovering the problem. You can ask for a complaint to be considered after this time limit if you explain why you did not complain earlier.
If you need any help
If you need any help the NHS Complaints Advocacy Service (Tel - 0300 330 5454) will be glad to advise and support you. I They are able to give advice, information and support to complainants throught these procedures. If you do not wish to complain, but just want help and advice or have concerns, you can contact the Patient Advice and Liaison Service [PALS] on 0800 032 0202 to discuss any queries about the NHS. PALS provide support to patients, carers and relatives, representing their views and resolving local difficulties on the spot by working in partnership with NHS staff. The service aims to:
- Advise and support patients, their families and carers
- Provide information on NHS services
- Listen to your concerns, suggestions and queries
- Help sort out problems quickly on your behalf
Dealing with your Complaint
We think it is important to deal with complaints swiftly, therefore we will acknowledge confirmation of the complaint within 72 working hours, and then carry out an investigation and will aim to report back within 10 working days. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
Patient Complaint Leaflet