SUGGESTIONS AND COMPLAINTS

If you have any complaints or concerns about the service that you have received from the Doctors or staff working for this practice you are entitled to an explanation. Maybe something went wrong or did not run as well as you would have expected? Have you thought about initially discussing it with a member of our Patient Participartion Group (PPG) who are here to represent you? They continually feed back ideas and patient experiences to try to improve the standard of care being delivered. Maybe you might even consider joining to PPG and exert some direct influence on the way services are run on behalf of local patients?

You still have the right to make a formal complaint which should be addressed to our Practice Manager who will acknowledge receipt within 2 working days. We will then aim to investigate your complaint thoroughly and respond to you within 28 working days.

For further information on making a complaint, please view our complaints leaflet or see how to complain to the NHS.

Do you have any comments or concerns that you would like to put to us? Would you like to let us know that what we are doing meets with your approval?  Please use our Compliments, Concerns, or Comments form.

UPDATE TO COMPLAINTS POLICY DURING COVID-19

As you are all aware the current COVID-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society.  At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.

As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those that need it the most.

As part of this streamlining of administration tasks, the Practice will be changing its complaints procedures, during this period of crisis.  As of 24th March 2020, we will now be reviewing complaints on a weekly basis at our Practice Clinical Meeting, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our Practice can be immediately implemented:

  • Immediate risks to patients or staff
  • Actual harm to patient or “near miss” incident of high severity.
  • Urgent safeguarding concerns
  • Criminal actions

Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain.  We appreciate your understanding whilst our Practice is dealing with unprecedented demand.

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