Complains Procedure

This practice operates a complaints procedure as part of its dealings with patient complaints which complies with the CQC requirements. In the event of any complaints or grievances, patients are advised to speak directly or write to the practice manager or senior nurse.

Patients who require further advice regarding the complaints procedure should direct their enquiry to the practice manager; who, when applicable will recommend the services of an independent advocate. A copy of the complaints policy is held in the waiting room.

What we shall do – Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within 3 working days and aim to investigate your complaint within 20 working days of the day when you raised it with us. We shall then be in a position to offer an explanation or a meeting as appropriate. If there are any delays in the process, we will keep the complainant informed.

When we investigate your complaint, we shall aim to:

• Find out what happened and what went wrong
• Make it possible 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 we can do to make sure the problem doesn’t happen again

Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.