We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. 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.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred or
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.
If you are a registered patient you can complain about your own care. If you wish to complain about the care of a friend or relative on their behalf, we will require their written consent to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
All complaints are treated in the strictest confidence. The practice keeps a record of all complaints – both informal and formal – but these are kept separate from a patient’s medical records. We find that investigating and responding to complaints can be a great source of learning which helps us to identify problems and improve systems for the future.