We aim to provide a friendly courteous and efficient service. Although we do our best we accept that sometimes things do go wrong. If you have any ideas on how to improve our service, compliments, problems or complaints please contact the practice manager:
Telephone 01952 586691 and ask to speak to the Practice Manager.
We do have an in house complaints procedure through which we aim to address issues swiftly.
You may have a suggestion to make that could help us improve our services or you may wish to compliment the staff on the treatment that you have received.
Staff appreciates your positive comments as it encourages them to continue their efforts on your behalf. You can make your views known either by telling the staff directly or by writing your compliment or suggestion and placing it in our suggestion box which is located in the waiting room area.
Even when we try our best, things can go wrong. When this happens it is important that any mistake is corrected quickly. Any complaint that you have will be taken seriously, and will also help us to improve our services in the future.
If you do have a problem it is better if you bring it to the attention of a member of staff straight away. Misunderstandings unfortunately do happen and the people concerned should be given the opportunity to put things right. Take a few minutes to think about what you want to say – it might help to write down a few notes. If you want to talk about the situation in confidence, please ask if you can go to a separate room to discuss it properly.
You can complain on behalf of someone else if they wish you to and they are unable to do so themselves. Ask the person you are presenting to give you a note permitting you to act on their behalf.
We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally, within a matter of days, this will enable us to establish what happened more easily. If this is not possible to do that please let us have details of your complaint, within 14 days of the incident.
You can put your complaint in writing. Try to write down what you want to complain about while the matter is still fresh in your mind and always keep copies of any correspondence. It might help if you number each point you wish to raise.
You should send your letter to the Practice Manager.
If you have made a verbal complaint you can expect to be given an opportunity to discuss your concerns with the member of staff best able to help you.
If you have put your complaint in writing to the manager your complaint will then be investigated and hopefully completed within 10 working days. If there is any delay you should be kept informed of progress. Receipt of your complaint will be acknowledged within two working days.
When we look into your complaint we aim to:
Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned, if you would like this
Make sure you receive an apology, where this is appropriate
Identify what we can do to make sure the problem doesn’t happen again.
You may be offered a meeting to discuss your concerns. If you are invited to a meeting and you decide to go, make sure you know who will be present. If it helps to take a friend or relative along to give you moral support, please do so.
You do not have to accept an invitation to a meeting. You may prefer to see the Practice Manager alone or just wait for a full written reply.
When the investigation is completed you will receive a letter detailing the findings of the investigation.