We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestion box on the wall to the right as you enter the Practice.
We always try to provide the best service possible, but there may be times when you feel that this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Service Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, we shall acknowledge your complaint within 3 working days and sometimes we may attempt to contact you by telephone to agree how the complaint will be handled and a timescale for response. We shall then be in a position to offer an explanation or a meeting with the person or people involved.