Complaints

Complaints should be addressed to our Practice Manager Paul Stephens, or to your doctor. Alternatively, you may prefer to ask for an appointment with Paul Stephens to discuss your concerns face to face.

Complaints will, in the first instance, be dealt with by the Practice Manager, Paul Stephens.

If the complaint is made verbally, the complainant will be asked to put the complaint in writing to ensure that an accurate version of events is presented to the GP or member of the staff involved.

Once the initial contact has been made, whether verbally or in writing, the nature of the complaint will be recorded in the complaints log.

The complaint will be acknowledged in writing within 2 days and it will be explained to the complainant that they can expect a further response within 10 days. A copy of the practice complaints procedure will be sent to the complainant.

The matter will be discussed with the senior partner (or deputy) and a full internal investigation will take place with the GP or member of staff involved.

The results of the investigation will be put in writing and sent to the complainant and the complaint log will be updated.

If the complainant is not satisfied with the results of the internal investigation they will be invited to attend the surgery, with a friend if he/she wants, to discuss the complaint and the findings of the internal investigation.

Written confirmation of the outcome of the meeting will be sent to the complainant and the complaint log will be updated.

If the complaint remains unresolved the complainant will be informed of his/her right to pursue the complaint with Healthcare Commission.

Where necessary the practice will consider any internal action required to ensure a similar incident does not occur in the future.