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Comments & Complaints

The Practice staff want to make sure that they are providing Patients with good quality service and helpful suggestions to improve the facilities are welcome. However, at times misunderstandings can arise and if they occur we would like to hear about them.

A word with the staff or a longer appointment for discussion with the Doctor can usually help achieve a satisfactory resolution. If you wish to make a complaint please tell the Receptionist or ask to speak, or write to the Practice Manager.

Any complaints or concerns raised will not affect the care you receive.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

 
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