Comments and Complaints
We always try to provide the best service 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.
Our practice procedure is not able to deal with questions of legal liability or compensation. 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 the health services 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 write to our practice manager who will investigate the matter further. Please note that we are unable to take complaints by telephone.
We believe it is important to deal with complaints swiftly and you will receive a response within 10 working days of receipt of your letter. Occasionally it may take a little longer but we will keep you informed throughout the process. A meeting with a clinician may be arranged and you can if you wish bring a relative or friend 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.