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.

What we shall do

We shall acknowledge your complaint within three working days and agree a plan with the person making the complaint about how this will be responded to.

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
  • make sure you receive an apology, where this is appropriate
  • identify what we can do to make sure the problem does not happen again by learning from the events

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 at the most a few weeks - 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 not more than 12 months after the date the matter complained about occurred.

Complaints should be addressed to the Practice Manager. You may telephone or ask for an appointment in order to discuss your concerns. The complaints procedure will be explained and the Practice Manager will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. Click here to download our complaints procedure

Where a complaint is taken verbally, an account of the issues raised will be documented and a copy of this will be sent to the person making the complaint in duplicate, to check for accuracy. The statement will invite you to amend or add to the content. A consent form will be sent if the person making the complaint is not the patient.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

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