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Complaints Procedure

If any patient is dissatisfied with any aspect of their treatment, or of the services provided they must feel able to put forward their complaint without embarrassment, and in the knowledge that it will be properly considered. The leaflet tells you what the procedure is for registering a complaint.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your complaint cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible-ideally, within a matter of days or at most a few weeks-because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint:
  • Within six months of the incident which caused the problem: or
  • Within six months of discovering that you have a problem, providing this is within twelve months of the incident.
As a patient of the practice you may approach any member of staff with a complaint; the complaint will be immediately referred to the practice owner Mr John Rhodes. In the event of his absence Mr Michael Chanoch will accept and acknowledge your complaint. A complaint may refer to any


aspect of the service provided by anyone in the practice.

What we shall do

Your complaint will be acknowledged in writing within two working days and we aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or meeting with those involved. In investigating your complaint we shall aim to:
  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned if you should so wish.
  • Make sure you receive an apology, where appropriate.
  • Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else we have to know that you have permission to do so. A note signed by the person concerned will be needed unless they are incapable of providing this.

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