Complaints and compliments

Compliments, Comments, Concerns & Complaints

We aim to provide patients with the best care we can, but we will sometimes fall short of the mark. If you have any compliments, comments, concerns or complaints about our service, we want to hear about it.

We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist  – but if you would prefer to give your feedback in writing, please send it to the Practice Manager, Richard Hartwell, at the address on the Home page. You can also leave a note or letter in the Suggestion Box in the waiting room.

If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong.

You can download this form complaint-form  to print out and fill in.

We will ensure that your complaint is investigated thoroughly and as speedily as possible. We will endeavour to resolve verbal complaints on the same day. You will receive an acknowledgment of your written complaint within three working days. We aim to complete any investigations and report back to you within ten days of receipt of your complaint, although, in some cases, more time may be required.

A copy of our complaint form is available for your use.You do not have to use it if you prefer to set out your complaint in your own way or discuss it in person. Please ask if you require assistance in filling out this form and any member of staff will be pleased to help.

Your complaint will then be investigated by the Practice Manager or a suitable Clinician. This person may contact you to ensure that your complaint is fully understood before conducting an investigation. Once this has been completed it will be discussed fully with you. Please note that the Practice Complaints System does not deal with matters of legal liability or compensation.

If you are not happy with our response to your complaint you can also complain to the Parliamentary and Health Service Ombudsman. You can get more information about them from www.ombudsman.org.uk. You can contact them on the Complaints Helpline on 0345 015 4033, by email at phso.enquiries@ombudsman.org.uk or in writing at The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London. SW1P 4QP.

In 2013-2014 the Practice received a total of 18 written complaints, of which 8 were upheld. This compares to 31 written complaints of which 11 were upheld in 2012-2013.