Comments & Complaints
We make every effort to give the best service possible to everyone who attends our practice. The NHS Feedback and Complaints Procedure suggests that feedback is to be given first and if not resolved then to make a complaint. The process for either route is very similar. You can leave feedback via this link (click here); we would like the matter to be settled as quickly and amicably as possible. Should your concerns not be resolved following feedback you can complain by email (click here), by sending us a letter or by filling out one of our complaints forms found at reception at the practice.
We are continually striving to improve our service. It is both NHS Policy and our policy to acknowledge a complaint within 3 working days but some investigations will take longer than others to investigate for resolution.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the can approach the Ombudsman.
Tel: 0345 015 4033, or write to: Millbank Tower, Millbank, London, SW1P 4QP. Their website is: www.ombudsman.org.uk