Complaints

If you are not entirely satisfied with any aspect of your visit to our practice, please let us know as soon as possible; this will allow us to address your concerns promptly. Complaints are seen as an opportunity to improve what we do and how we do it - they will be analysed and given consideration for future improvements to our practice.

Complaints can be received in writing, by email, or by speaking to someone, and we would like you to know that they are all taken very seriously. Our Practice Manager, Mrs Hearn, looks after our complaints and will be your contact during this process. She will endeavour to resolve all verbal complaints within 24 hours, and if in writing, an acknowledgement receipt within three working days, followed by a complete response as soon as practical.

Every complaint is different, and we will follow best practice guidelines to find a satisfactory solution, taking great care to protect your confidentiality. We will never discriminate against patients who have made a complaint. We will be happy to answer any questions about our complaints procedure.

We will keep comprehensive and confidential records of your complaint, which will be stored securely and can only be accessed by those who need to know. If the investigation takes longer than anticipated, Mrs Hearn will keep you informed of the reason for the delay, the progress, and the proposed date it will be completed.

You will be informed of the outcome in writing after completing the investigation. We will make our response clear, addressing your concerns as best as possible. You will also be invited to a meeting to discuss the outcome and any practical solutions we can offer.