We aim to provide a professional, friendly and efficient service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. We would be happy to hear from you, and always strive to improve and enhance our service to you.
Please ask for the Practice Manager in the first instance who will be happy to help. In the majority of cases, concerns can be resolved quite easily. We also have a suggestion box for you to post your suggestion anonymously if you wish.
You can complain about the treatment you have received or the treatment of another person, providing you have their permission. In the case of a child, a parent or guardian may make a complaint. If the patient is too ill or otherwise incapacitated or has died, you may complain on their behalf but may need the consent of the next of kin.
A complaint needs to be made within ONE year of the event happening unless the subject matter only came to light within the last year of if you have good reason for not making the complaint within the year.
We will acknowledge your complaint within 3 working days and respond within 21 working days. A range of options will be offered such as a meeting, written response, full investigation with report of a phone call following investigation – it is patient choice as to which would be most appropriate for them.
Additional support when making a complaint may be obtained from:
The Independent Complaints Advocacy Service (ICAS) provides support and information about the NHS complaints system. They are there to support the complainant not the NHS organizations.
Independent Complaints Advocacy Service (ICAS)
Clarendon Business Park
Telephone: 0845 650 0088
Once all has been done at a local level to resolve the complaint, if you remain dissatisfied with the outcome, you can contact the Healthcare Commission within 6 months from receiving your final response letter.
90 Long Acre
Phone: (020) 7257 8000
Fax: (020) 7257 8001
Or visit the Health Foundation website
PO Box 16738
By telephone 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding Bank Holidays)
Email firstname.lastname@example.org With ‘For the attention of the complaints manager’ in the subject line.
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