We welcome feedback and comments from patients in order that we are always aware of where we are or are not providing satisfaction. In the waiting room is a secure postbox - if you wish to leave comments please deposit in the box. If you require a reponse to your comments please indicate this and we will respond to you within ten working days.
We conduct patient satisfaction surveys each year and the results are published and circulated in the waiting area. If you require a personal copy of the survey results, reception staff will be happy to provide you with a copy.
We will always do our best to achieve high standards. However, if you have cause for complaint we take complaints very seriously, no matter how big or small. We guarantee an acknowledgement of your complaint within 48 hours and a reply to your complaint within ten working days.
We have a Complaints Procedure which complies with best practice for dealing with complaints in the NHS. A copy of this procedure can be obtained from the reception staff and this is also described on a poster in the Waiting Area. Complaints can be made directly to your healthcare worker, but are best directed to the Reception Manager who is the Complaints Manager at the medical centre.
After investigating the circumstances of the complaint, a response will be provided in writing and may be an explanation, an apology or the view expressed that there is no reasonable complaint to be upheld. Please contact the complaints manager if you have complaints or suggestions.
In the event that you make a complaint and you do not feel that our response to you is satisfactory, you can take up your complaint with:
If you have received a response to your complaint and you are still not satisfied you can contact:
NHS England on 0300 311 2233
Or you can contact the Independent Complaints Advocacy Service (ICAS) on 0808 861 0390