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Complaints Procedure

Policy for Complaints, Suggestions and Compliments Policy and Procedure 2016


This policy aims to enable the practice to establish and operate systems for identifying, receiving, recording, handling and responding to complaints. As a result of following these procedures the practice will investigate and take necessary proportionate action in response to any failure identified by a complainant or investigation. We will ensure that:

  • Patients know how to complain, and that their comments and complaints are listened to and acted on effectively.
  • Patients know that they will not be discriminated against for making a complaint.
  • Patients feel confident and comfortable in voicing their complaints and concerns.
  • Complaints are treated as learning opportunities and viewed as an opportunity in improve care.

The person responsible for dealing with complaints is our Reception Manager Jemma Hoare.

Patients may raise concerns to any member of staff, verbally or in writing. All written concerns will be acknowledged within three working days. The reply will give an estimate of the time required to investigate the complaint and reply again, which would normally be within ten working days and no later than twenty days.

All complaints are recorded and kept with the Reception Manager.

Key Contacts

We do have a patient feedback form available in the reception area. Please see reception desk to make a formal complaint. If patients are not satisfied with the result of our procedure then a complaint may be made to:

Care Quality Commission (CQC)
National Correspondence
Citygate, Gallowgate
Newcastle upon Tyne
Tel: 03000 616161

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