We recognise that making a complaint can be stressful, and we are committed to resolving any concerns as quickly and efficiently as possible. Many issues can be addressed easily at the time they arise by speaking directly with the person(s) involved, and we encourage you to try this approach first where possible.
If you are unable to resolve the matter informally and wish to make a formal complaint, please do so as soon as possible after the event. Complaints can be made in writing to any member of the practice team, who will ensure it is passed on to the practice manager. Prompt notification helps us to investigate the issue more effectively.
Complaints should be submitted within 12 months of the incident or within 12 months of becoming aware of the issue. Please provide as much detail as possible to assist our investigation.
Registered patients may make a complaint about their own care. Complaints about another person’s care cannot be accepted without their written consent. For children, this will depend on the circumstances, and in some cases an older child may need to give their own permission for matters to be discussed.
What to expect
We aim to provide a full response as soon as reasonably possible. We will acknowledge receipt of your complaint within three working days. Once received, we will review the circumstances to understand what happened and identify any learning opportunities. Following a full investigation, you will receive a written response as soon as practicable.
In some cases, you may be invited to attend the practice to discuss the complaint with the practice manager and, where appropriate, one or more of the partners, if this would help clarify the situation.
Complaints made on behalf of someone else
We adhere strictly to medical and personal confidentiality requirements.
If you wish to complain on behalf of another person, we will require their written consent. This confirms that they are dissatisfied with their care and that they authorise us to correspond with you on their behalf.
Complaint forms, which include a consent section, are available from reception. If the patient is unable to provide consent due to illness or accident, we may still be able to consider the complaint. In such cases, please include full details explaining why consent cannot be obtained. Please note that we cannot discuss any matters relating to another person without written permission unless these exceptional circumstances apply.
Confidentiality
All complaints are handled in the strictest confidence.
If investigating a complaint requires access to medical records, the practice manager will inform the patient, or their representative, if information from those records needs to be disclosed to anyone outside the practice team.
Records of complaints and related correspondence are maintained separately from patients’ medical records.
The practice carries out an annual review of complaints received. Any learning points or changes to procedures identified as a result are documented and used to improve our services.