Comments & Complaints

COMMENTS

We would like to hear from you if you have a suggestion on how we can do things better to improve the patient experience. We’d also like to hear from you if you are pleased with the service you’ve received. We’ll let our staff involved know and share the good practice across our teams.

You may write to us or contact us by email or via our website.

You have the right

To receive the highest possible quality of care at appropriate times/places for your medical needs. To receive continuity of care.
To access to information and practical help towards healthier living.
To honesty, respect and the preservation of dignity.
To access, with safeguards, to information held about you by the NHS; and to be sure that this information will be kept confidential. You also have a right of access to medical reports made for insurance or employment purposes.
To be involved in making decisions about your own care and treatment.

Expected behaviour policy

Patients and staff have a right to be treated politely and with respect. To protect both staff and patients we have a zero tolerance policy and respectfully point out that, whilst we understand that you may be upset, the following inappropriate behaviour will not be tolerated:

Rudeness, swearing, shouting, threatening or abusive behaviour, drunkenness, verbal/physical abuse. Where such behaviour is observed:

we reserve the right to withdraw treatment and ensure removal from the premises and our patient list
if staff feel threatened the police will be called
information about you may be passed to other healthcare providers

COMPLAINTS

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 most a few weeks) because this will enable us to establish what happened more easily. We have a time limit for complaints. Normally, you must make your complaint in writing:

within six months of the event you want to complain about, or
within six months of you finding out that you have a reason to complain − but no longer than 12 months after the event.

If you feel the time limit should not apply to your complaint, please speak to the person dealing with the complaint. In certain circumstances, we can accept a complaint after the time limit.

Please drop off or email your complaint form to the Practice. You will receive an acknowledgement within 3 working days and a reply within 20 working days.

If we cannot resolve your complaint then you have the right to escalate the matter to the Ombudsman.

Download our complaints form