FRIENDS & FAMILY TEST
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PRACTICE COMPLAINTS PROCEDURE
We all like to think that we give a good service to our patients, but sometimes things can go wrong and mistakes happen. We welcome comments and complaints because they help us to improve our service to you, and compliments let us know that we are getting things right.
If you think our service is good, or if you have a suggestion, please let us know, in writing or by speaking to a member of staff or your GP.
If you are dissatisfied with our service and you want to complain you can either: speak to a member of staff, who will take a note of your complaint and may be able to solve your problem straight away, but if not they will pass it to our Practice Manager, Louise Laithwaite. If available she will see you straight away so that it can be discussed in private. If she is not available, the member of staff will ensure that it is passed to her and she will contact you by telephone or acknowledge receipt in writing, within 48 hours. Alternatively, if you prefer you can write to her. Upon receipt of your letter she will contact you to discuss the complaint and arrange an appointment if this would be of benefit.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.