We always try to provide the best services possible but there may be times when you feel this has not happened. We have an in-house complaints procedure, drawn up to respond to patient grievances. We are not able to deal with questions of liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you might have identified, or mistakes that have been made. If you use this procedure, it will not affect your right to complain to the health authority. 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 the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so you will be offered (if appropriate) an appointment for a meeting to discuss the details within seven days. You may bring a relative or friend with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.