Comments & Complaints

elderly_consultWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact The Practice Manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the lobby and on the 'contact us' page of this website.

Coronavirus outbreak March 2020

As you are aware the current COVID-19 poses one of the greatest challenges to society in recent times, and we have had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society. At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and to provide the best care possible.

As such, during the current period of emergency measures many routine services will be subject to short notice changes and many administrative tasks will be streamlined to ensure that our time and resources are focussed appropriately on the delivery of care to those needing it most.

As part of the streamlining the Practice has temporarily changed its complaints procedure during his period of crisis. With immediate effect we will now review complaints weekly during our clinical team meeting to ensure that any high priority that fall within the following categories can be wiftly discussed and resulting changes can be implemented immediately:

  • Immediate risks to patients and staff
  • Actual harm to patient or 'near miss' incident of high severity
  • Urgent safeguarding concern
  • Criminal action

Should your complaint not fall into these categories, then it will be dealt with when we have the capacity to do so, and unfortunately at this time, the timeframe is uncertain.

We appreciate your understanding whilst the Practice is dealing with unprecedented demand

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.

 
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