Complaints Procedure

We 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.

We do operate a complaints procedure – our patient complaints information sheet gives details of the procedure and is available from reception, or from the link below. However, if you do have a concern, we would encourage you to initially discuss it with one of the Team Leaders. Should this not be satisfactory then please feel free to write to the Practice Manager Andrew Whincup, who will carry out an investigation. The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences. 

If you remain dissatisfied with the outcome of our in-house investigations we can provide details of other organisations who will be able to help you further.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located on the cabinet near to Dispensary.

Please see below for complaints forms.