We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patients' grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. 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 health service 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, e-mail or write to our Practice or fill in one of the forms available at reception. Complaints cannot be taken by telephone as we feel it is important to have a record of all complaints so these can be fully investigated. You may also complain by e-mail using the following address firstname.lastname@example.org These will be passed on to the Practice Manager or the Operations Manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints as swiftly as possible, you will normally receive a response to a letter or an e-mail within 14 days. Occasionally it may take longer, especially if it is complex or involves numerous people but we will keep you informed throughout if this is the case. On some occasions you may be offered a face to face appointment with a Doctor or a Manager to discuss your complaint. You may bring a friend or relative 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.