PRACTICE COMPLAINTS PROCEDURE

If you have any complaint or concern about the service that you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

This procedure does not affect your right to make a formal complaint to the health authority if you so wish; nor does it affect your right to seek compensation in law.

Your complaint should be addressed to our practice manager, Kate Woolterton 01277 245563, who will ensure that it is investigated thoroughly and as speedily as possible. We aim to acknowledge your complaint in two working days and report back to you within two weeks, although, in some cases, more time may be required.

Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

Please complete and send your complaint to Kate Woolterton as soon as possible.

Your complaint will then be investigated by someone within the practice. You may be contacted directly to ensure that we fully understand your complaint.

At the conclusion of the investigation of your complaint, we will respond to you as fully as we can.