Complaints Procedure

We always try to provide the best possible service, but there may be times when you think that this has not happened. Our in-house complaints procedure has been drawn up to respond to patient grievances. It is not able to deal with questions of legal liability or compensation.

We hope that you will use the procedure to allow us to look into and, if necessary, correct any problems, which you have identified, or mistakes that have been made. If you do use this procedure you it will not affect your right to complain to the Primary Care Trust. Please note that we have to respect our duty of confidentiality to the patient and their consent will be needed if they a complaint not made by the patient in person.

If you wish to make a complaint please telephone or write to Mrs Samantha Burns, Site Manager. Full details will be taken and a decision made on how best to undertake the investigation.

We believe that it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within seven days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.