Complaints Procedure

If a patient makes a complaint in person or on the telephone we will listen to their complaint and make a written record of the complaint which will then be passed on to the Complaints Manager and practice principals. If a patient makes a complaint via email this will immediately be passed on to our Complaints Manager and practice principals.

We will acknowledge the patients complaint, in writing, normally no later than 3 working days after having received it and will offer to discuss the complaint with the patient at a time agreed by them, asking how they would like to be kept informed of updates: email, telephone etc.

We will then seek to investigate the complaint speedily and efficiently, and will keep the patient informed, as far as reasonably practicable, of any updates. Investigations will normally be completed within 20 days.

When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached, and details of any remedial action.

Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

If after this process you are unhappy with our response and wish to raise your complaint with an independent body you will find the relevant contact details for both NHS and private treatment below.