know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Need to make a complaint? If your problem cannot be sorted quickly and locally with the person concerned, you may wish to make a complaint. We would like you to let us know as soon as possible ideally within a matter of days or at most a – few weeks if possible because this will enable us to establish what – happened more easily. If it is not possible to do that, please let us have details of your complaint: Within 12 months of the incident that caused the problem; or Within 12 months of discovering that you have a problem The Practice Manager will be pleased to deal with any complaint. What we shall do She will explain the procedure to you and make sure that your concerns Our complaints procedure is designed to make sure that we settle are dealt with promptly. You can make your complaint, preferably: any complaint as quickly as possible and always look where possible for a local resolution. Where the complaint involves more than one In person ask to to Ann Batty (Practice Manager) or in her – organisation, we will with them to ensure you receive one coordinated absence please ask for the senior receptionist on duty. reply. Or …. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of In writing some complaints may be easier to explain in writing - please – the date when you raised it with us. If this is not possible, we will give as much information as can, then send your complaint to the practice explain why, and with mutual agreement, agree on a timescale. for the attention of the Practice Manager as soon as possible We shall then be in a position to offer you an explanation, or a meeting with the people involved. We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right When we look into your complaint, we shall aim to: whatever has gone wrong and the opportunity to improve our practice. find out what happened and what went wrong However this does not affect your right to approach NHS England if you make it possible for you to discuss the problem with those feel you cannot your complaint with us. concerned, if you would like this Under the complaints regulations complaints can either be made to the
Within 12 months of the incident that caused the problem; or Within 12 months of discovering that you have a problem What we shall do Our complaints procedure is designed to make sure that we settle any complaint as quickly as possible and always look where possible for a local resolution. Where the complaint involves more than one organisation, we will with them to ensure you receive one coordinated reply. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. If this is not possible, we will explain why, and with mutual agreement, agree on a timescale. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to: find out what happened and what went wrong make it possible for you to discuss the problem with those concerned, if you would like this know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Need to make a complaint? If your problem cannot be sorted quickly and locally with the person concerned, you may wish to make a complaint. We would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks if possible – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint: The Practice Manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint, preferably: In person – ask to to Ann Batty (Practice Manager) or in her absence please ask for the senior receptionist on duty. Or …. In writing – some complaints may be easier to explain in writing - please give as much information as can, then send your complaint to the practice for the attention of the Practice Manager as soon as possible We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. However this does not affect your right to approach NHS England if you feel you cannot your complaint with us. Under the complaints regulations complaints can either be made to the
Complaints%20Leaflet.docx