We make every effort to give the best service possible to everyone who attends our practice.However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.The Health Service Ombudsman
0345 015 4033 Email: firstname.lastname@example.org Write:
Millbank Tower, Millbank, London SW1P 4QP.
This practice has a Zero Tolerance Policy. This means we will not accept any abuse, verbal or otherwise, from members of the public. Such action may result in you being asked to find another doctor.
The practice welcomes all patient feedback - positive or negative, but if you do have any concerns we would prefer you write to us directly as per the complaints procedure. Please be aware that posting anything on-line that may be construed as slanderous, inflammatory or derogatory wll be treated as abuse and in line with our Zero Tolerance Policy (see above).
If you would like to know more, please read the document below: