Complaints Policy

Our Complaints Procedure is based on the principles of good complaints handling

  1. Getting it right
  2. Being patient focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvement

We will make every effort to address your concerns and we hope that you will be satisfied by the outcome of your complaint

There are stages to handling your complaint

Firstly, the team member receiving your complaint will listen to your concerns and log the complaint.  This will be passed on to the Management Team.  All written complaints should be addressed to the Practice Manager in the first instance.

Secondly, the Practice Manager or Assistant Manager will acknowledge your complaint within 3 working days and if a clinical matter inform you that this has been passed on to the Clinician concerned and giving you details of this. If a clinical matter the Clinician concerned will respond to you within 10 working days of receiving notification of your complaint with the aim of reaching a mutually agreed outcome.  If a non clinical matter the Practice or Assistant Manager will respond to you, also within 10 working days, with the aim of addressing your complaint and letting you know the outcome.

If you are not satisfied with the result at the end of the process this does not affect your right to take the complaint further. You can complain to the Parliamentary Ombudsman.

All complaints are reviewed as a team to ensure that we improve systems to avoid similar complaints in the future and in a constant endeavor to improve our service.