Comments & Complaints
We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our practice complaints leaflet gives details of the procedure and is available from reception.
We aim to provide a good service to our patients, and we expect you to respect our aims and to keep us informed if you change your address or telephone number, or need to cancel an appointment.
We do not tolerate any violent or aggressive behaviour towards our staff, or other staff working here, or to other patients, and if you break this rule you may be asked to register elsewhere.
Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur. If you have any suggestions, compliments or complaints regarding the provision of services and care please do not hesitate to contact Carole Brooke, our Practice Manager, or Lynn Sceats her deputy.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.