Comments & Complaints
We always try to provide the best services possible, but there may be times when you feel this has not happened. Our in-house complaints procedure is drawn up to respond to patients' grievances. However, it is not able to deal with questions of legal liability or compensation. Nevertheless, we hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
If you use this procedure it will not affect your right to complain to the local Primary Care Trust. Please note 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 the surgery managers or the practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.