Complaints Policy

 STEP 1

Verbal Complaints

We believe that most problems can be sorted out easily and quickly, often at the time they occur with the individuals concerned. Please ask to speak with Danial Gilbert, our reception manager, who will try to assist you. If you are unable to resolve your problem at step 1 then please read details below on step 2

 STEP 2

Local resolution.

 

As part of our resolution process, we wish to deal with complaints as soon as possible after the event. If not resolved in step 1 then a complaint must be made in writing, ideally within six months of the complaint. You can use the space provided on the back of this form and hand it to a member of staff or you can write a letter.

The complaint letter must be addressed to the complaints manager, Miss Claire Taylor. 

If after you have received a response and you are still unhappy with the outcome you can write to the “responsible person”, who is the management partner, Theresa Campbell. and outline your complaint.

 

What we shall do

 We shall acknowledge your complaint in writing within 2-3 working days and shall then proceed to investigate your complaint.  After investigating your complaint we should be in a position to offer you an explanation by writing to you. Or we may invite you to a meeting in the practice if this is appropriate.

 When we look into a complaint we aim to:

 · Find out what happened and what went wrong

 · Make it possible for you to discuss the problem with those concerned, if this is appropriate

 · Make sure you receive an apology  where appropriate

 · Identify what we can do to make sure the problem does not arise again

 · Introduce procedures to ensure that best practice is adopted where necessary

 For full details of above please read complaints leaflet in reception