Comments, Complaints & Suggestions
We always welcome any suggestions you may have as to how we may improve our service. Please hand your written suggestions in at Reception or ask to speak to the Practice Manager.
If you have a complaint, please contact our Practice Manager giving full details. The Practice Manager will acknowledge receipt of your complaint within 2 working days. Please note we must uphold confidentiality and patient consent will be necessary if the person concerned does not make the complaint
Where relevant, you will be offered an opportunity to meet with one of the partners within 14 working days. This delay enables the matter to be investigated in detail.
You may bring a friend or relative with you to this meeting if you wish. We may invite the person you are complaining about to attend as well.
We aim to address your concerns fully, provide an explanation of events and discuss appropriate action, which may be taken. A written record of the meeting will be made and you can request a copy if you wish.
We hope that after this procedure you will feel satisfied the matter has been resolved. However, if this is not the case, you may wish to seek the advice of ;
The Patient Advice and Liaison Service (PALS)
Freephone 0800 0151 548
Land-line 01452 566698
If you remain dissatisfied, you may take your complaint to our commissioning body which is;
PO Box 16738
Phone 0300 311 2233
If you remain dissatisfied with the outcome of your complaint, you may decide to take the matter up with;
Parliamentary & Health Service Ombudsman
Phone 0345 015 4033
If you feel the need for support in making your complaint, call;
ICAS (Independent Complaints Advisory Service)
Unit 3 Premier House, Willowside Park, Canal Road, Trowbridge, Wilts, BA14 8RH
Phone 01225 762723