Comments & Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views verbally or in writing at reception or use our suggestions box situated in the lobby. We are also happy to receive comments on positive experiences.
We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to another authority.
Please 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 the patient in person. If you wish to make a complaint, please speak to, telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within three working days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed. Our practice procedure is not able to deal with questions of legal liability or compensation.
PLEASE ASK FOR A LEAFLET EXPLAINING YOUR OPTIONS
Patient Advice and Liason Service
The Patient Advice and Liason Service (PALS) can help and support you when making a complaint. Call PALS on 0161 922 4466.
Care Quality Commission
The CQC inspects and regulates the practice to make sure your care meets national standards. You can contact the CQC by calling 03000 616161. www.cqc.org.uk