We always try to provide the best services possible, but there may be times when you feel that this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient concerns. We hope that you will use it to allow us to look into and, if necessary, correct any problems that you have identified or mistakes that have been made. We have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if the complaint is being made by someone other than the patient.
If you wish to make a complaint please telephone or write to our practice manager or request a complaint form at the reception desk. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly so we will acknowledge your complaint and will aim to give a full response within an agreed timescale. We will keep you informed throughout. You may be offered a meeting to discuss the details in which case you may bring a friend or relative with you. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
Please note: if you remain dissatisfied with our response to your concerns you may also approach POhWER who provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide. Please contact : 0300 456 2370.
It is also our duty to advise you that you have the right to seek independent review from NHS ENGLAND at:
P.O. Box 16738
Or email on: firstname.lastname@example.org