How to Compliment or Complain

HOW TO COMPLAIN

If appropriate we like to try and resolve issues informally, in the first instance please discuss your complaint with the staff member concerned.  Where the issue cannot be resolved at this stage, please contact our Practice Manager – Mark Whitaker,  who will try to resolve the issue and offer you further advise on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

• Within 12 months of the incident that caused the problem
• OR
• Within 12 months from when the complaint comes to your notice
• When the practice looks into your complaint it aims to:
• The Practice will agree with you how the complaint is going to be investigated and the timescale for this to be completed.
• The Practice will acknowledge your complaint within three working days.
• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate

Most importantly, Identify what the practice can do to make sure the problem does not happen again.

HOW TO COMMENT OR COMPLIMENT

Positive feedback is always welcomed but in general people only feedback when there is a problem, as a practice we try to maintain staff morale and review what we do and how we do it.  Patient feedback on things we do well is always shared with the practice team and reviewed together.

If have any suggestions or positive feedback you wish to share, please do so using the ‘Contact Us’ form, via email – b81104.nayar@nhs.net , in person or in writing.