We want to offer you a high standard of service.  Your suggestions and comments can help us to improve this.  Equally, if you have any reason to feel unhappy with any aspect of our service, medical or otherwise, please tell us.

We take any complaint seriously and have a formal complaints procedure.  If you wish to make a complaint, please phone or write to our practice manager, Mike Davies.  He will take full details of your complaint and decide how to investigate further.  (As we have to respect our duty of confidentiality to our patients, we need the patient’s consent if a complaint is not made by that patient in person). 

We think it is important to deal with complaints swiftly, so we will formally acknowledge you’re compliant in writing within two working days and normally offer an appointment at the surgery to discuss your complaint within seven working days.  Occasionally, if we have to make a lot of enquiries, it may take a little longer, but we will keep you informed.  When you come to see us to discuss matters, you may want to bring a friend or relative with you to the meeting; you are welcome to do so.  At that meeting, we will try to deal with your concerns fully, provide you with an explanation, and discuss any action that may be needed. We usually improve some aspect of the way we do things if a complaint highlights a problem.  However, we note that our practice procedure is not able to deal with questions of legal liability or compensation.

We hope that at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly.  However please note, if this is not possible and you wish to take your complaint further, we will direct you to the relevant authorities, who will help you to pursue matters.  Please be assured that using our practice procedure does not prevent you taking the matter further if you wish to do so.