If you're unhappy about the service you have received from any member of staff working in this practice, then it's worthwhile talking about your concerns with us early on, as we may be able to sort it quickly.
The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints, which meets national criteria.
Please note: If you make a complaint, it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
Where you do not feel an issue has been dealt with satisfactorily by the person concerned, please write to Evie Rogers, the Practice Manager, who will try to resolve the issue and offer you further advice on the complaint's procedure. Please note that complaints cannot be made via our online Klinik forms and must be in a paper/letter format.
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days.
This will enable the practice to get a clear picture of the circumstances surrounding the complaint, and to ensure any learning from the complaint is implemented in a timely manner.
If it is not possible to raise your complaint immediately, please let us have details of your complaint as soon as you can and preferably within 12 months of the incident that caused the problem or discovering that you have a problem.
The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within a reasonable timeframe. You will be offered an explanation regarding the circumstances around your complaint.
When the practice investigates your complaint it aims to:
• Ascertain the full circumstances of the complaint
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again
In some cases, doing a thorough complaint investigation can take longer than this, but we will keep you informed when this occurs. We always want to ensure complaints are dealt with thoroughly and appropriately, and that we take any learning from the complaint to improve our care.