Complaints Procedure

If you have a complaint or concern about the service you have received from
the Doctors or any of the Staff working in this practice, please let us know. We
operate a practice complaints procedure as part of the NHS system for dealing
with complaints. Our complaints system meets national criteria.

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 problem cannot be
sorted out in this way and you wish to make a complaint, we would like you to
let us know as soon as possible – ideally within a matter of days or at most a
few weeks – because this will enable us to establish what happened more
easily. (It is not usually possible to investigate a problem more than 12
months after it occurred).

Complaints
Please address your complaint to Mrs. Elizabeth Gilbey our Practice Manager or
our Business Manager Hillary Jackson. Alternatively you may ask for an
appointment with Mrs Gilbey in order to discuss your concerns. She will
explain the complaints procedure to you and will make sure that your
concerns are dealt with promptly. It will be a great help if you are as specific
as possible about your complaint.

What we will do?
We will acknowledge your complaint within three working days and will look
into your complaint as soon as possible to agree an appropriate timescale for
providing you with a full written response to your concerns. We shall then be
in a position to offer you an explanation or a meeting with the people involved

We shall aim to?

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned if you
    would like this
  • Offer an apology or an explanation where this is appropriate
  • Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you
are complaining on behalf of someone else, we have to know that you have
their permission to do so. A note signed by the person concerned will be
needed.

We hope that if you have a problem you will use our practice complaints
procedure. We believe this will give us the best chance of putting right
whatever has gone wrong. This does not affect your right to approach NHS
England on 0300 311 2233. Advice can also be sought from ICAS, PO Box
14043 Birmingham, B6 9BL, POhWER on 0300 456 2370. If you feel you are
dissatisfied with the result of our practice investigation, write to: The
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank,
London SW1P 4QP