Ideas, Suggestions, Complaints etc
We welcome your ideas and comments, and will always try to sort out any problems you may have. If you have an important matter to discuss, please ask to speak to the practice manager or to one of the doctors.
We endeavour to give you the best service possible at all times, but there may be occasions when you feel you wish to express dissatisfaction. The purpose of this leaflet is to explain what to do if you have a complaint about the service the Practice provides for you.
We offer and in-house procedure to deal with your concerns. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us an opportunity of looking into, and if necessary correcting, any problems that may have arisen, or mistakes that have been made.
Using this procedure does not affect your right to complain to the The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Please note that we do have a duty to respect patients’ confidentiality, and a patients’ consent will be necessary if a complaint is not made by that patient directly.
If you wish to make a complaint, please contact our Practice Manager, who is our Complaints Administrator, either directly by telephone (730257) or by letter at the Niton Surgery if you prefer. Our Practice Manager will take full details of your complaint and decide how best to undertake the investigation.
You will then be offered a meeting with a senior member of staff, normally within seven days, to discuss the matter, if this is appropriate. This slight delay is to enable us to investigate the matter fully. You may bring a friend or relative with you to the meeting is you so wish.
We hope to address your concerns fully, provide you with an explanation and discuss any action that may be taken. We trust that, at the end of the informal meeting you will feel satisfied that the matter has been resolved. However, if this is not the case, you have the right to contact the Ombudsman as above.