We welcome all comments on the services provided by the practice. If you would like to give feedback to the practice, please complete our Feedback form.

We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.

If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily.

If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

You should address your complaint in writing to the practice manager. They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so.

An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A complaints form and a third party consent form are available from reception.

What we will do

We will acknowledge your complaint within three working days and will investigate the issue raised and respond. If we expect a delay we will explain the reason for the delay and tell you when we expect to finish.

When we look into your complaint, we will:

• Offer you the option to discuss the way forward either by telephone or in person, at a mutually convenient time.
• Make sure you receive an apology, where this is appropriate.
• Ensure the complaint is properly investigated.
• Identify what we can do to ensure the problem does not happen again.
• You will receive a final letter setting out the result of any Practice investigations.

If you are dissatisfied with the outcome

In order to take your complaint further you have the right to approach the Health Service Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
City Gate, 51 Mosley St,
Manchester
M2 3HQ

Telephone: 0345 015 4033
Website: www.ombudsman.org.uk