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Complaints and Compliments

We strive to provide the best possible service to our patients but if you feel we have failed to deliver this service to you then we would like to hear about it.

Equally, if any of our staff have impressed you then we would love to hear about that too.

If you would like to make a complaint you can discuss it with whomever to feel most comfortable speaking to- your doctor, nurse, a receptionist or directly to the Practice Manager.

All complaints will be forwarded to the Practice Manager. These can be in writing, via email or verbally. Verbal complaints are treated no less seriously than those put in writing.

If you require any assistance with making a complaint then please speak to a member of staff who will help you. You can of course complain of behalf of someone else but we would require the patients written consent to proceed.

We welcome feedback to help us improve our service so please do not be afraid to say how you feel, you will not be treated any differently and we would welcome the opportunity to put things right.

We will acknowledge your complaint within 3 working days. If at all possible we will resolve your complaint at this point but we may need to investigate further.

You will be advised how long we expect this investigation to take and when we expect to get back to you, we will respond within the agreed timeframe and discuss the outcome fully with you.

If you are not happy with our response to your complaint then you can speak to the Health Service Ombudsman.

The Ombudsman will make a decision on whether the practice needs to carry out further investigations.

Complaints must be put in writing to them using the form available on their website.

www.ombudsman.org.uk



 
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