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METHOD OF COMPLAINT PROCEDURE
Complaints may be made by or on behalf of any patient or former patient with appropriate consent. For children, by a parent, guardian or other person in ‘loco parentis’. For those incapable, a relative or other adult concerned in their welfare.
Complaints must be made within three months of the event.
The complaints manager will be the Practice Manager. If appropriate she may delegate this task (e.g. for clinical matters or if on annual or sick leave).
Complaints must be made formally in writing.
Complaints are carefully logged and documentation compiled for a record of the complaint to be kept, containing the dates and times, facts, interviews, our response to the complaints and any other documentation pertaining to the complaint, as well as the outcome, and may be included in Practice audit and significant event recording.
An audit of complaints is sent annually to the Health Authority/NHS England.
We will acknowledge any complaint within 5 working days.
Enquiries, investigations and reconciliation interview and explanation to be provided within a further 10 working days unless advised otherwise.
The complainant will be requested to respond upon receipt of our report and may, if wished, take a complaint further if one or either party have been unable to reach a satisfactory conclusion.
The process for managing primary care complaints: this is managed by the Parliamentary and Health Service Ombudsman. They can be contacted as follows—
Contact Number: 0345 015 4033,
8.30am-5.30pm, Monday to Friday.