As a practice committed to excellence, we aim to provide the best possible service to our patients. We are keen to listen to what you have to say.
We would like to hear from you if you have been pleased with the service you have received and if you have any ideas as to how we can improve the services we provide. We have a Suggestions Box near to Reception.
Concerns and Complaints
Complaints will be treated in confidence and will not affect your current or future treatment.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problems cannot be sorted out in this way, and you wish to make a complaint, we would like you to let us know a soon as possible whilst the events are still fresh in your mind. This will help us to establish what happened more easily.
We prefer complaints to be written, but you can do this over the telephone if you prefer. You should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware that you have something to complain about.
Complaints should be addressed to Mark Bolton, Practice Manager at the Surgery address.
What We Will Do
We shall acknowledge your complaints and aim to have looked into your complaint within 10 days of the date you raised it with us. We shall then be in a position to offer you and explanation, or a meeting with the people involved. When we look into your complaint we aim to:-
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned
- make sure you receive an apology if appropriate
- identify what we can do to make sure the problem does not happen again.
Getting Independent Help to Complain
If you are dissatisfied with our response, you are able to refer your issue to the local Primary Care Trust. The Patient Advice and Liason Service (PALS) is available to offer advice and support. Karen Oddie, PALS Manager may be contacted on 01254 282004, or Susan Maynard, Complaints Manager can be contacted on 01254 282131. The Independent Complaints Advocacy Service (ICAS) is also available to provide assistance to patients. 0845 1203735
Please complete the form below if you would like to make a complaint about our Medical Centre.