Practice Information
Complaints Procedure
If you have any complaint or concern about the service you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation. In some cases you will be referred to the appropriate authority.
This procedure does not affect your right to make a formal complaint and it does not affect your right to seek compensation in law.
Your complaint should be addressed to our Practice Manager, Mr Kenneth Spooner, who can be contacted on 01923 855606, or alternatively, you may ask to see him in the surgery.
Mr Spooner will ensure that your complaint is investigated thoroughly and as speedily as possible. We aim to report back to you within one week, although in some cases more time may be required.
Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide medical information without the appropriate authority if you are not the patient in question.
A copy of our official complaint form is available from reception. You do not have to use this and may prefer to speak to Mr Spooner or send us your complaint in writing. Any complaint will be investigated thoroughly and it is likely that as a first step you will be contacted directly to ensure your complaint is fully understood so the appropriate investigation/action can be taken. You will be contacted again either in person, or in writing with the outcome of the investigation.
If you remain dissatisfied with the response to your complaint, you have the right to ask the Healthcare Commission to review your case. You should do this within 6 months of the outcome of your complaint. The Healthcare Commission can be contacted as follows:
- Healthcare Commission,
- FREEPOST 18958,
- Complaints Investigation Team,
- Manchester, M1 9XZ,
- Tel: 0845 601 3012