How to Provide us with Feedback

We would love to hear your feedback and suggestions around how we can improve our services to make them more accessible and user friendly for our patients.

Please use the feedback form below to provide us with your suggestions.

We review patient feedback in our monthly meetings where it is discussed with various members of our staff team and where changes have been implemented, we will be happy to provide you with an update following any actions taken.

How to Raise a Complaint

Please use the complaint form below to let us know of your concerns about our service.

If you prefer, you can request a paper complaint form at the reception desk.

Our aim is to resolve most issues promptly and efficiently, often at the time they occur and directly with the individuals involved. We encourage you to inform us as soon as possible ideally within days or at most within two weeks, to help us investigate the matter more effectively. If this timeframe is not feasible, please ensure we receive the details of your complaint:

• Within 6 months of the incident that caused the issue, or
• Within 12 months of the incident or from the time you first became aware of the issue.

Please address your complaints to the Assistant Practice Manager. They will outline the complaints process and ensure your concerns are handled promptly.

To assist us, please provide as much detail as possible regarding your complaint.

Our Response Process

We will acknowledge your complaint within three working days and aim to deliver a detailed response in a timely manner. Our investigation will focus on:

• Investigating what happened and identifying any errors.
• Providing you with an opportunity to discuss the issue with those involved if you wish.
• Providing an apology where appropriate.
• Implementing measures to prevent the issue from recurring.

It is important to note that we may also issue a Zero Tolerance Warning letter if you have made a complaint to the practice that has beem deemed as being intentionally untrue, and once it has been investigated the practice can evidence that the patient intentionally misrepresented their case in order to defame or undermine a member of our staff team.

Filing a Complaint on Behalf of Someone Else

We adhere strictly to medical confidentiality regulations. If you are raising a complaint on someone else’s behalf, we require their written permission unless they are unable to provide it due to illness.