Code of Practice for Patient Complaints

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure.
 
If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.
 
Complaints can be made in writing, via email or verbally, by the patient or by an authorised person on the patient’s behalf. Complaints should be made to the Practice Manager, and should be clear, so that they can be dealt with efficiently.

Every complaint will receive a written/email acknowledgment within 3 working days, and we will strive to resolve the complaint within a quick, reasonable period (usually
10 working days).

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints.