COMPLAINTS PROCEDURE

We always try to give the best service we can but there may be times when you feel that this has not happened.

If you have a complaint about the services we provide, we hope you will let us know and give us the chance to look into, and, if necessary, correct any problems or mistakes that have been made. If you have a complaint, please write to our practice manager. She will ask for 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 receive an acknowledgement within two to three working days and should have a reply within two weeks. Occasionally, enquiries take longer but we will keep you informed of progress. If it is appropriate, you may be invited to the surgery to discuss matters. You may bring a friend or relative with you.

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 discussion, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not the case and you wish to continue with your complaint, we will direct you to the appropriate authorities, who will be able to help you.