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Making a Complaint

Introduction:

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 wide system for dealing with complaints. Our system meets the national criteria.

  • 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 on the day. This is because the sooner we know about a problem, the easier it will be for us to establish what happened. In any event, please let us have details of your complaint:-

Within 6 months of the incident that caused the problem; or

Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident.

Complaints should be addressed to the Practice Manager, Mr. Ian Richards, forms are available at reception.  It will be a great help if you are as specific as possible about your complaint.

  • What we will do:

We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall:

Find out what happened and what went wrong.

Identify what we can do to make sure the problem doesn't happen again.

 Complaining onbehalf 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 his or her permission to do so. A note signed by the person concerned will be needed to authorize you to complain on their behalf. We hope that, if you have a problem, you will use our practice complaints procedure. 
We   believe this will give us the   best chance of putting right
 whatever  has gone wrong and an opportunity to improve our
 practice. If for  any reason  you feel that the practice complaints
 procedure has  not resolved your problem, then another step to
 take is to   contact  the NHS England at  england.contactus@nhs.net
or by phone 0300  311 22 33(Monday to Friday 8am to  6pm,
 excluding English Bank  Holidays) or by post  :-

NHS England PO  Box  16738  Redditch B97 9PT



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