We will always try our hardest to meet your expectations but we all have off days and sometimes mistakes and misunderstandings occur. If you would like to raise an issue we have a practice-based procedure for responding to patients’ complaints which is detailed below. It is designed to provide an explanation, an apology where appropriate, and details of what we will do to put the matter right and to try to ensure it does not happen again.
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 Andrea Hinton – Practice Manager on [email protected] who will try to resolve the issue and offer you further advise on the complaints procedure. You can also write a letter marked for the attention of Andrea Hinton.
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.
You can access our complaints procedure below or by collecting a copy from reception.
If you would simply like to make a suggestion about how we might improve our service or need to speak to someone about an issue that concerns you, then please feel free to call the Practice Manager. If you prefer, you can of course write to our Practice Manager using the same contact details above.