How to Make a Suggestion or Complaint

We always welcome suggestions as to any changes we can make to improve patient care and the services we offer. If you have any suggestions, please let us know by putting your idea in our suggestion box or writing to the Practice Manager.

Alternatively, you can click the icon next to this text and it will direct you to the NHS putting things right page, where you can find more information about how to raise your concerns.

Temporary Changes to Practice Complaints Procedure

At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.

As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those that need it the most.

As part of this streamlining of administration tasks, the Practice will be changing its complaints procedures, during this period of crisis. As of the above date, we will now be reviewing only written complaints and this will be on a weekly basis at our Practice Clinical Meeting, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our Practice can be immediately implemented:

  • Immediate risks to patients or staff
  • Actual harm to patient or “near miss” incident of high severity.
  • Urgent safeguarding concerns
  • Criminal actions

Should your complaint not fall into these categories, then your written complaint will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain. We appreciate your understanding whilst our Practice is dealing with unprecedented demand.

Zero Tolerance

The Practice operates a Zero Tolerance Policy and Violence Policy. Violence and verbal abuse of any practitioner or member of staff will result in being removed from the list. Any patients removed from the Practice List will be informed in writing.