Comments & Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception.
We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. Nevertheless, we hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Service Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
If you wish to make complaint, please telephone or write to our practice manager. We would recommend that you put your concerns down in writing rather than discuss them over the telephone. That will ensure that your concerns are accurately recorded. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so you should receive a full response and explanation to your concerns within 10 working days. Occasionally it may take longer, but we will keep you informed throughout. If you are not happy with the response from the practice you may request a face to face meeting with the practice manager and/or Dr Bhatti (principal GP). You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
Full details of our complaints procedure are available from reception in a separate, more detailed leaflet.