Complaints


We endeavour to give you the best service possible at all times, but there may be occasions when you feel the need to express dissatisfaction.

We offer an in-house procedure to deal with your concerns.  We have to respect our duty of confidentiality to patients and their consent will be necessary if the complaint is not made by the patient directly.

If you wish to make a complaint, please contact one of our practice managers in writing.  They will take the full details of your complaint and decide how best to undertake investigation.

Our PCT, (Primary Care Trust), has an established Patient Advice and Liaison Service, (PALS), who might be able to resolve your concerns promptly and informally.  They can also tell you more about the complaints procedure and independent complaints advocacy services, (ICAS).  Please contact one of the practice managers for more details.


Comments & Suggestions

Allowing patients or visitors to provide comments and suggestions allows us to tailor or services so they meet the needs of our patients and community.  We welcome any comments or suggestions from patients or visitors on how we could improve our service further, but it is also useful to know which aspects of our service work well for you.

We have now included a comments and suggestions form on this website.  Please complete this form and either send it to the surgery or hand it in at reception.  
 

Your Responsibilities To Us

We expect you to treat the doctors and staff with the same respect and courtesy that we show to you.  You have a responsibility to attend appointments you have made or to notify the practice if you are unable to attend.

You have a responsibility only to request a home visit from the GP if you are unable to attend the surgery for medical reasons and to use the out of hours service in case of emergency only.

Misuse of the services we provide will ultimately be to the detriment of all in our community.

You should notify us promptly of any changes in your personal details, especially a change in telephone number.


Violent And Abusive Patients

The NHS operates a Zero Tolerance policy towards violence or abusive behaviour against the doctors and staff.

 
We reserve the right to remove from the practice register, any patient who is violent or abusive to ANY of the practice staff.