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.
How to complain
We hope that most concerns can be addressed with ease at the time they arise and with the person concerned. However if your concern cannot be resolved in this way and you wish to make a complaint you can do so
In writing via post marked for the attention of the ‘Complaints lead’
Or
Verbally, by requesting to speak with the ‘Complaints lead’.
Further written information is available on the complaints procedure from reception.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located at reception.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
- Address: Millbank Tower, Millbank, London SW1P 4QP
Tel: 0345 015 4033
Email: [email protected]
Complaining to NHS England
You can complain or give feedback:
By post to:
NHS England
PO Box 16738
Redditch
B97 9PT
By email to: [email protected]
By telephone: 0300 311 22 33