At the Practice we welcome ways in which the services we offer our patients can be improved.
If there is something we have done well, we would love to hear about it!
Should you be unfortunate enough to have any cause for complaint, please contact the Patient Services Manager either in writing or by the telephone.
Often the problem is a failure of communication which can be easily resolved. If, however, in the unusual event that the Doctor/patient relationship has broken down irretrievably, it may be ended by either party.
Our aim is to give you the highest possible standard of service, and we try to deal swiftly with any problems that may occur.
In return, we ask that you help us to resolve your complaint efficiently by being courteous to our staff.
As you are aware the current Covid-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society.
At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.
As such, many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those who need it most.
As part of this streamlining of administration tasks, the Practice will be changing the complaints procedure. We will now be reviewing complaints on a regular basis at our Practice Clinical Meetings, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to the Practice can be immediately implemented;
- Immediate risks to patients or staff
- Actual harm to patient or 'near miss' incident of high severity
- Urgent safeguarding concerns
- Criminal actions
Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain. We appreciate your understanding whilst our Practice is dealing with unprecedented demand.