Comments & Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or take part in our Friends and Family test.
We always try to provide the best service possible but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. 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, correct any problems that you have identified or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Primary Care Trust or Healthcare Commission. 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 the patient in person. If you wish to make a complaint, please write to Jane Wayment, our complaints administrator. 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 letter within two working days and normally a full response will follow within a further 20 working days. If this is not possible a further letter will be sent explaining the delay.