Complaints

Complaints Procedure

We aim to provide a high quality service and are very interested in hearing any constructive comments you may have.

The practice has an approved complaints procedure and we always welcome the opportunity to deal with any part of our service that is causing you concern.

Once you have submitted your complaint, it will be acknowledged within 5 working days, and we aim to have investigated your complaint within 30 days of the date you raised it with us.

To file a complaint, please telephone the Practice or follow the instructions below.

How to complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Andrea Hinton – Practice Manager on andrea.hinton@nhs.net who will try to resolve the issue and offer you further advise on the complaints procedure. You can also write a letter marked for the attention of Andrea Hinton.

When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint.

• Make arrangements for you to discuss the problem with those concerned if you would like this.

• Make sure you receive an apology, where this is appropriate.

• Identify what the practice can do to make sure the problem does not happen again.