Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Our aim is to give you the highest possible standard of service, however we have a practice complaints procedure to deal with any comments, suggestions and complaints you may have about our service. We try to deal swiftly with any feedback, and you can be assured your care or consultations will not be affected if you feel it necessary to make a complaint against the practice.

Giving feedback

To provide feedback:

Complaints procedure

We strive to offer a high quality service that provides an excellent standard of clinical care in a responsive fashion, within the resources available to us.

We recognise that, at times, things could have been done differently or in a better way. If you feel you have cause to complain or raise concerns, please contact the practice manager, either by asking at the reception desk, telephoning or by letter.

We take all suggestions and complaints seriously and will respond to you in accordance with the established mechanisms for complaints within the NHS.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.