Complaints Procedure
What to do if you are not happy
There is an Informal Complaints Procedure run by the surgeries to deal with your concerns. We hope you will use this, as it gives us the opportunity of looking into and, if necessary, correcting problems, which may have arisen or mistakes that have been made. Your opinions are important and when appropriate practice procedures will be modified. Our aim is to maintain and improve the quality of service provided to patients.
Please note that we have a duty of confidentiality to patients and patient's consent will be necessary if the patient does not make a complaint directly.
If you wish to make a complaint, please contact Mr Wayne Rawlings, Practice Manager by telephone or letter. Your complaint will be investigated and you will receive further information within 10 working days.
You will then be offered a meeting with a senior member of staff to discuss the matter. You may bring a friend or relative with you to the meeting if you wish. At the meeting we hope to address your concerns fully, provide you with an explanation and discuss any actions that may be taken. We trust that at the end of the meeting you will feel satisified that the matter has been resolved. If you do not wish to have such a meeting, a letter of explanation will be sent to you.
What happens if you are still not happy?
If you remain dissatisfied with the response to your complaint, you have the right to ask the Healthcare Commission to review your case. The Healthcare Commission is an independnt body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the Healthcare Commission on 020 7448 9200 or write to them at: Healthcare Commission, Complaints Team, Peter House, Oxford Street, Manchester, M1 5AN or visit their website at http://www.healthcarecommission.org.uk/
