Patient information
Our complaints procedure
We want patients to feel heard and to have concerns handled fairly, promptly and confidentially. Please tell us as soon as possible if any aspect of your care or service has not met your expectations.
How to raise a concern
Please address complaints to the Practice Manager. You can contact the practice by telephone, email or in writing. If the Practice Manager is unavailable, a team member will take brief details and arrange for an appropriate person to contact you.
What happens next
The current procedure states that complaints that cannot be resolved immediately will be acknowledged in writing within three working days and that the practice aims to provide a full response within ten working days.
If an investigation takes longer, the practice will explain the reason, provide an update and give a proposed completion date. The investigation may involve the treating clinician, relevant members of the team or other appropriate parties.
Confidentiality and outcome
Complaints are recorded securely and information is shared only with people who need it to investigate and respond. Once the investigation is complete, the practice will explain the outcome and any practical resolution that can be offered.
If you remain dissatisfied
The final published procedure must include the current, verified contact details and time limits for any appropriate independent complaints service, regulator, commissioning body or ombudsman. These details should be checked immediately before launch rather than copied from an older page.
Before launch: confirm the named complaints lead, acknowledgement/response times and all external escalation contacts against the practice’s current approved policy.