How to complain
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Debbie Weston – Practice Manager, who will try to resolve the issue and offer you further advise on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 6 months of the incident that caused the problem
- Within 6 months of discovering that you have a problem, provided this is within 12 months the practice will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage, you should be offered an explanation or a meeting with the person(s) involved.
When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint.
- Make arrangements 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 the practice can do to make sure the problem does not happen again.