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Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.

If you feel that you are not satisfied with the response received, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS and the service is confidential and free.

If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax 0300 015 4000. Further information about the Ombudsman is available at www.ombudsman.org.uk. The Ombudsman can be contacted at:

The Paliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation. We believe it is important to deal with complaints swiftly, so you will have a response within seven days. Occasionally it may take longer, but we will keep you informed throughout. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

To view and/or download an up-to-date leaflet in relation to the comments, complaints and suggestions procedure; please follow the PDF link below:

Complaints leaflet.pdf (.pdf)

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