Complaints Procedure

We always try to give you the best service possible, but there may be times when you feel this has not happened. This page explains what to do if you have a complaint about the service we provide for you.

Minor Problems, (for example if the doctor’s surgery is running late and you have to wait a long time) may be best addressed by speaking to the individual involved at the time.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into, and if necessary, put right any problems you have identified or mistakes that may have been made.

If you use this procedure it will not affect your right to complain to the Health Authority if you so wish. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please phone or write to our Practice Manager, Mr Andrew Clarke he will take full details of your complaint and decide how best to undertake the investigation. We think it is important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within seven days. Occasionally, if we have to make a lot of enquiries it might take a little longer, but we will keep you informed.

You may bring a friend or relative with you to the meeting. We cannot investigate complaints about other organisations such as hospitals. These have their own complaints procedures.

Similarly the Health Visitors, District Nurses and Midwives are not directly employed by us and have their own complaints procedures We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.

We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However if this is not possible and you wish to continue with your complaint we will direct you to the appropriate authorities who will be able to help you.