In this Practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patient complain they are dealt with courteously and promptly so that the matter is resolved is quickly as possible. This procedure is based on these objectives:
Our aim is to react to complaint in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients' concerns in a caring and sensitive way.
When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
If patients are not satisfied with the result of our procedure then a complaint may be referred to: