Comments & Suggestions
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Simply contact the Practice Manager and s/he will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service and achieve the highest possible standards. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet describing The Six Principles for Remedy’ in relation to complaints handling. This involves:
- Getting it right – Quickly acknowledging and putting right cases of poor service, and considering all factors for remedy ensuring fairness.
- Being customer focused – Understanding peoples needs, apologising when appropriate, and being sensitive and professional at all times.
- Being open and accountable – Being clear about how remedies are decided and keeping a clear record of this.
- Acting fairly and proportionately – Treating people without bias, unlawful discrimination or prejudice.
- Putting things right – Providing appropriate remedies, considering fully and seriously all forms of remedy (such as an apology, an explanation, remedial action, or financial compensation).
- Seeking continuous improvements – Using the lessons learned from previous complaints to ensure poor service is not repeated, and recording the remedy to and outcome to improve services.
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.