Practice Complaints Procedure

Complaints Patient leaflet

We always try to give you the best services possible, but there may be times when you feel this has not happened.  

If you would like to complain more formally, please write to our Practice Manager, who will take full details of your complaint and decide how best to undertake the investigation.

You will receive acknowledgement of your complaint within 3 working days.

We will try to

  • Fully investigate your complaint
  • provide you with an explanation
  • discuss any action that may be needed
  • follow up any learning points with the whole team

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, you have the right to approach the Health Service Ombudsman - contact details on the complaint patient leaflet above.

Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

Please note that we must respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.



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