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 a NHS system for dealing with complaints and our 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 most a few weeks – as this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • within 6 months of the incident that caused the problem; or
  • within 6 months of discovering that you have a problem, providing this is within 12 months of the incident.

You can download our “Complaint procedure leaflet” explaining how to complain to us.  If you wish to make a complaint you may download our complaints form.

Complaints should be addressed to Miss Michelle O’Brien our deputy practice manager. Alternatively, you may ask at reception for appointment to see Miss O’Brien in order to discuss your concerns. She will explain the procedure and ensure your concerns are dealt with promptly.

We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. When we look into your complaint, 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 wish to do so
  • make sure you receive an apology, 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. When complaining on behalf of someone else, we have to ensure you do so with their permission. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

We hope that, if you have a problem, you will use our practice complaints procedure. If however, this is not possible, your doctor will refer you to the appropriate body.