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Complaints and compliments

Complaints and compliments

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will be able to deal with your concerns as necessary.  Where possible it is our policy to meet patients face-to-face and discuss the matter which is causing concern and see what can be done to resolve that.  This provides a means by which a conversation can take place to resolve any problems rather than exchanges of letters which generally do not give a satisfacory result. 

Complainants should be assured that we will NOT remove patients from our list if a complaint is made.  We do look on a complaint as an opportunity for us to examine how we are working and if we are doing something which isn't working we will see if we can change that or change the perception of something. 

On the other hand if you feel that we are doing things well we would love to hear that as well. 

The operation of a GP surgery is complex with many strands to the service as a whole.  With the best will in the world, although we will try to get it right, some things may not go as well as expected and we are happy for patients to let us know that.  If we have got it wrong we will apologise and try and set things right.

But please be polite when dealing with receptionists and admin staff, they have a difficult job and will help as much as they can or ask you to speak to the practice manager.

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