Suggestions and Complaints
Suggestions and Complaints
We are always anxious to improve services
wherever possible. Any comments about the running of the surgery
or the services offered are welcomed. We appreciate being told
about the things we do well. On the other hand, we always like
to know when things need to be improved.
Comments may be addressed either to your doctor or to the
practice manager. Complaints should be addressed to the practice
manager in the first instance and a summary of our complaints
procedure is given below.
Our aim is to resolve complaints locally as quickly as possible,
lf you have a complaint you should let us know within six months
of the incident or within six months of your discovering the
problem, provided that it is within 12 months of the incident.
A complaint will be acknowledged within three working days. We
will investigate it promptly and we aim to give you our full
response as quickly as possible. The doctors at this practice
view complaints very seriously and review them on a regular
basis. This helps to ensure that any action necessary to resolve
complaints is taken.
Complaints Procedure
Complaints may be made orally or electronically.
It may be possible to resolve simple oral complaints within 24
hours and our staff are encouraged to try and resolve these
complaints. If an oral complaint cannot be resolved within 24
hours, it will be treated as a written complaint.
We will try very hard to resolve the complaint locally and if
necessary invite you to the surgery to discuss your grievance.
Unsatisfactory Resolution
If for any reason, your complaint is not resolved
satisfactorily and you wish to pursue the complaint you must
refer it to the Ombudsman. We will provide you the necessary
information to do this. The current complaints procedure does
not allow it to be referred to the PCT.
Complaining On Behalf 0f Someone Else
We must adhere strictly to the rules of medical confidentiality.
If you are complaining on behalf of someone else we must know
that you have their permission to do so. A note signed by the
person concerned is sufficient, unless they are incapable of
providing this by reason of their illness, the fact that they
are a child or some other cause.
© 2008-10 West Bar Surgery Disclaimer Website Accessibility Website design Internet-GP