Occasionally things do not go as smoothly as we would like. If you have a complaint or suggestion please ask for one of our Complaints Procedure leaflets at reception. Or, alternatively, ask to speak to our Practice Business Manager, Gill Lewis who is responsible for dealing with patient complaints.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.