Suggestions, Comments and Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide. If you would like to give us any feedback or wish to make a complaint, please complete our Feedback and Complaints Triage.

We always try to give you the best services possible, but there maybe times when you feel this has not happened. If you wish to make a complaint, please telephone or write to our practice manager. She will take full details of your complaint and decide how best to undertake the investigation. We think it is important to deal with complaints swiftly so we will normally acknowledge receipt of your complaint with three working days. We will then aim to address your concerns within 21 days.

Occasionally, if we have to make a lot of enquiries, it may take a little longer, but we will keep you informed. Once we have completed the process of gathering all the necessary information we will then feed back to you the outcome. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.

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. The PHSO carry out independent investigations into complaints about UK government departments and their agencies, and to help improve public services as a result.

You can contact them by telephoning their helpline on 0345 0154033 which is open Monday to Friday between 08:30-17:30.

Alternatively they are available by email or post at :

Email: phso.enquiries@ombudsman.org.uk

Address

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP