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Our Complaints Procedure

Code of Practice

Complaints are taken very seriously in this practice and we try to ensure that all patients are pleased with our service. Problems and misunderstandings occur from time to time, however, please be assured every effort will be made to resolve things as a matter of urgency.

Our aim is to react to complaints in the same way that we would want our own complaint handled.

We hope to learn from every case and to respond to patients' concerns in a caring and sensitive way.

The person responsible for dealing with complaints is Mrs A Crewes.

When a patient complains on the telephone or at the reception desk we will listen and the member of staff present will try to resolve the matter. If this is not possible, it will then be referred to Mrs Crewes.

If the patient complains in writing, the letter will be passed immediately to Mrs A Crewes. This will be acknowledged in writing along with a copy of this Code of Practice.

We will seek to investigate the complaint within 10 days of the complaint being received. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for delay.

We will confirm the decision about the complaint in writing to the patient immediately after completing the investigation.

Proper and comprehensive records are kept of any complaint received.

If your complaint is about NHS care and you are not satisfied with the result of this procedure you may wish to complain to the NHS.