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Complaints Procedure

We operate a comprehensive complaint procedure in line with national policies. All comments and complaints will be dealt with seriously, promptly and confidentially. Complaints can be made in writing or by completion of a standard complaint form available from the practice. Your complaint will be recorded and acknowledged within three working days and we will provide a substantive response four weeks from receipt. Should any matter remain unresolved you have the right to refer the matter to the Health Authority and seek advice from the the local Community Health Council. Please send all complaints for the attention of the Practice manager.

Please also 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 that patient in person. The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned.

Zero Tolerance to Abusive Behaviour

The Doctors and Staff of this Surgery re-affirm their commitment to do everything possible to protect themselves, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that may cause hurt, alarm, damage or distress.  This includes actual or threatened physical violence or verbal abuse, which leads to fear for a person’s safety.

In this situation we are obliged to notify the patient in writing of their removal from the list and record in a patient’s medical records the fact of the removal and the circumstances leading to it.

Patient / Practice Responsibilities

We have a charter for Patients and the Practice. We will offer you the best service possible and expect full cooperation from our patients.

For more details, please speak to Reception.

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