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Complaints

COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.

 

HOW TO COMPLAIN

 

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know AS SOON AS POSSIBLE - ideally within a matter of days, because this will enable us to establish what happened more easily. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Clinical complaints should be addressed to the Business Manager, Mrs Heppenstall, administrative complaints should be addressed to the Operations Manager, Mrs Raper. Alternatively, you may ask for an appointment with Mrs Heppenstall or Mrs Raper to discuss your concerns. They will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. Verbal complaints may also be made to and dealt with by either of the managers.

COMPLAINING ON BEHALF OF SOMEONE ELSE

 

We keep strictly to the rules of medical confidentiality. 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 Third Party Consent Form is provided below.

 

PLEASE FIND A LINK TO THE PRACTICE COMPLAINTS PROCEDURE AND COMPLAINTS FORM BELOW.

Patient complaint form.doc

 



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