Complaints Policy

How to make a complaint

Complaints are taken very seriously at the practice, and the practice welcomes complaints as a source of feedback and quality improvement.

Complaints can be made verbally, in writing or over the phone. Depending on the nature of the complaint, complaints can be dealt by either the Practice Manager, Reception Manager or Administrative Manager. The three managers make up the Management Team.

• Verbally - Complaints can be made in person, at reception or over the phone. The receptionist you speak with will note down a brief summary of your presenting complaint and pass this on to the Management Team. A member of the Management Team will reach out to you via your preferred telephone/mobile number within 5 working days.
• Writing - Complaints can be handwritten or typed and either dropped off at reception or posted to the practice. If a complaint letter is posted to the practice, the practice will contact you via your preferred method of contact (either mentioned in the letter or on your medical record) within 3 working days of the date the practice received your letter. Following a full investigation of your complaint, a response will be sent to you within 20 working days. If the practice is unable to respond within this time, you will be notified of the reasons why with a revised date of response. 
• In person - As much as the team would like to support you with your complaint, as you can appreciate, staff at the practice are extremely busy, so requesting a member of the Management Team to come down and see you to discuss your complaint may not be feasible in that moment. The Receptionist whom you speak with will take down your details and a brief summary of your presenting complaint and forward this onto the Management Team.