Each practice in the NHS has a complaints procedure to try to resolve problems in as informal way as possible. If this doesn't work satisfactorily, there are more formal procedures, with which the practice co-operates fully.
It is our policy to continuously improve the services we offer. If you have any helpful, constructive comments or suggestions that may help us in our aim then there are two ways that we can receive them. Complaints about the service we provide can be made in the same way.
We can take your comments or complaints verbally. In this case we would ask you to contact the practice manager, who will arrange a convenient time to listen to you and ensure that enough detail is recorded so that the matter can be investigated and an explanation provided.
Alternatively, you might prefer to submit your comments or complaint in writing. If so, the matter would initially be dealt with by the Practice Manager, to whom your letter should be addressed at the practice.
In either case, we will acknowledge your complaint within three working days and aim to resolve it within 14 days. If you remain dissatisfied with our initial response, we will provide full details of the next steps you can take.
Though we do our best to provide the very best service, it is inevitable that situations will arise that require some explanation. If we are not made aware of your concerns, we are unable to answer your problem, nor improve our service to other patients.
Please do not hesitate to contact us if you have a problem.
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