Practice Complaints Procedure

Complaints during the Coronavirus Pandemic

Please click here for further information as to how our Complaints Policy has changed due to the Coronavirus Pandemic.

If you have a suggestion, wish to provide feedback or make a complaint about any aspect of our service, please let us know by writing to the Practice Manager.

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Services Authority. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.

We believe it is important to deal with complaints swiftly. All complaints should be made in writing; you will then be offered an appointment for a meeting within ten working days if necessary. Occasionally, it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

If you are not happy with the outcome of your complaint you may contact NHS England on 0300 311 2233.

For more information on this procedure please read the following leaflet: PALS and Complaints (PDF, 150KB)

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