Practice complaints policy

We aim to provide a first class service to our patients. However we also appreciate comments and complaints when it is felt you are not receiving the care or standard of service you should.

All complaints and comments are taken seriously and are used to improve services, invoke training and shape the practice so that services you receive are always of the highest quality. If you have a comment or complaint, please ask a member of the reception team, or ask to speak to the Practice manager or fill out a comments/complaints form.

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 that patient in person

Practice Complaints Procedure

Complaints can be made in writing to the practice manager Rebecca Bowler, or our Assistant Practice Manager Helen Bassnett. Alternativley you can fill out a complaints form at reception. Our complaints procedure is avaliable to download here.

We will try to

  • address your concerns fully
  • provide you with an explanation
  • discuss any action that may be needed

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.

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, put right any problems you have identified or mistakes that have been made. HELP US TO HELP YOU!

If you use this procedure it will not affect your right to complain to the Primary Care Trust if you so wish.