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Comments & Complaints

suggestionsWe always try to provide the best service possible but there may be times when you feel this has not happened.

If you have any concerns or problems with the service offered, please contact Ellie Fowler, Practice Manager or Jude Rowley, Patient Service Manager at the Surgery who will be very happy to discuss your concerns and investigate the problem.

We will be very happy to either discuss your concerns in person or if you would prefer you can put them in writing.

We will acknowledge your complaint within two working days and aim to have examined your complaint within 10 working days. We will the write back to you to address your concerns, or we will invite you in for a meeting to discuss your concerns with a staff member

The practice aims to:
  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where this is appropriate
  • identify what can be done to make sure the problem doesn’t happen again.

If you are complaining on behalf of someone else, then we need to know that you have their permission to do so, and we would therefore require a note signed by the person concerned

The Health Service Ombudsman

If you are unhappy with the result of the Practices investigation to resolve your concern or complaint you have the right to approach the Ombudsman on 0345 015 4033 or phso.enquiries@ombudsman.org.uk or by letter to Millbank Tower, Millbank, London SW1P 4QP.

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

You can also email us with a comment or suggestion by following the link below:

Email the surgery with a comment or suggestion

 
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