Unsatisfactory Consultations
Our clinical team try to treat all our patients with care and professionalism. A good GP-patient relationship is a human interaction built on trust and respect in both directions. However sometimes consultations do not go as well as we would like.
If you are dissatisfied with your last appointment at the surgery and your medical condition is not getting better please do book another appointment either with the same clinician or another member of the team.
Complaints
Please let us know if your care or treatment has not gone well.
Our complaints leaflet gives details of how to do this and is also available from reception.
Our aim is to give every patient the highest possible standard of service and to learn and improve when mistakes do happen.
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible –preferably in writing and ideally within a matter of days because this will enable us to establish what happened more easily.
Complaints should be made to the Practice Manager preferably in writing, but also, verbally or by email. If you make a complaint verbally which cannot be resolved we will provide you with a written record of it.
We will acknowledge your complaint within three working days. We will let you know how we propose to consider your complaint and the time within which we expect to be able to provide you with a full reply. You will be given the opportunity to discuss whether you agree the approach we have taken.
Complaints Advocacy
If you need more information, support or advice when making a complaint you may find the following organisations useful:
POhWER Advocacy service: https://www.pohwer.net/
VoiceAbility: https://www.voiceability.org/
Healthwatch: https://www.healthwatch.co.uk/
Complaints About Other NHS Services
Find out about the Patient Advice and Liaison Service and how to complain about other NHS services: https://www.nhs.uk/nhs-services/hospitals/what-is-pals-patient-advice-and-liaison-service/
Escalating A Complaint
If you are not satisfied with the response to a complaint you can escalate it to the Parliamentary and Health Service Ombudsman: https://www.ombudsman.org.uk/