We aim to provide the best services possible. However, there may be times where you feel this has not happened. We operate an in-house complaints procedure for such times and hope that you will use this procedure to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
If you wish to make a complaint, please contact Lorna Palmer, Patient Services Manager, via email to lorna.palmer2@nhs.net . Full details will be taken at this time so that investigations may be made. We believe it is important for complaints to be dealt with swiftly and would hope to be able to offer a full explanation within seven days. However, this it not always possible but we will keep you informed throughout. When our investigations are complete you will be asked to attend a meeting to discuss our findings. You may bring a friend or relative along to this meeting if you wish. Should you be unable to attend a meeting, our findings may be discussed via the telephone or letter.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary should a complaint not be made by the patient in person.
Our practice procedure is unable to deal with questions of legal liability or compensation.
You can find out Compliments and Complaints Policy by clicking here.
