Complaints and Comments

Complaints Process at Our GP Practice

  1. Initial Contact:
    • If you have a concern or wish to make a complaint, please speak to our Reception Manager. They will listen to your concerns, check the details, and attempt to resolve the issue promptly.
  2. Escalation Within the Practice:
    • If the Reception Manager is unable to resolve your complaint, they will escalate it to the Deputy Practice Manager or the Practice Manager.
    • In the rare event that all three are unavailable, the receptionist will provide you with their contact details and ensure that a task or message is sent to them for follow-up.
  3. Acknowledgement and Investigation:
    • We will acknowledge your complaint according to our practice policy and conduct a thorough investigation to address your concerns.
  4. Response:
    • After the investigation, we will provide you with a response detailing our findings and any actions taken to resolve the issue.
  5. Further Escalation:
    • If you are not satisfied with our response, we will provide you with the contact details for the ICB Complaints Department and the Parliamentary and Health Service Ombudsman for further escalation.
  6. Feedback and Suggestions:
    • We welcome feedback and suggestions. You can find suggestion boxes and complaint leaflets in our waiting area. Our practice website also contains our complaints policy for your reference.