'Putting Things Right’ – challenges our Practice to think differently about how we deal with concerns. The aim is to resolve concerns as soon as possible and to be open if something goes wrong, making sure that we learn and improve the service we provide to our patients. If you have any complaints or concerns regarding our service or any member of staff working within the practice, an in-house complaints procedure has been established to assist you.
You can make an appointment to see the Practice Manager or you can put the complaint in writing.
Please address your complaint/concerns to the Practice Manager who will ensure that it is investigated as soon as possible. You will receive an acknowledgement in writing within 2 working days (holidays permitting). You will be contacted and may be asked to attend the Surgery to discuss the problem. The matter will be discussed within the Practice and you will be notified of the outcome within 30 working days. If we are unable to reply within that time, we will explain the reasons why and let you know when to expect a reply.
If the complaint is from a third party, the signed written consent must be obtained from the patient for whom the complaint has been received on behalf of.
You have up to 12 months to raise a concern (if a longer period of time has passed, it may still be possible to deal with the concern if there are good reasons for the delay)
Alternatively, you can raise your concerns directly to the Customer Contact Centre on 01495 745 656
As doctors, nurses and receptionists, we accept how stressful and worrying it is to be a patient, but the staff at the surgery also get stressed by the nature and long hours of duties we must follow.
For more information and advice, please read the following leaflet.
Putting Things Right Leaflet and Advice