Complaints Procedure
We always try to provide a high level of care and an excellent quality of service, but there may be times when you feel this has not happened. The following explains what to do if you have a complaint about the services we provide.
In the first instance, we would always endeavour to address and resolve your complaint in person at the time. If this cannot be achieved, the next step would be to arrange a telephone call with the Senior Receptionist, who will forward your complaint in writing to our Practice Manager with details of the complaint. If at this stage your complaint could not be resolved, please take a copy of your complaints leaflet from Reception and return to the practice addressed to the Practice Manager. A letter of acknowledgement will be sent to you within 3 working days of receipt of your complaint. Your complaint will be fully investigated by our Practice Manager and / or (GP Partners) and a written response will be sent to you within 14 working days (not including Saturdays or Sundays).
We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that you will feel satisfied that we have dealt with the matter thoroughly, however, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
Please note that we have to respect our duty of confidentiality by the General Data Protection Regulations therefore patient’s consent will be necessary if a complaint is made by a third party.
GP PARTNERS:
DR HAMERA AFZAL & DR AMAR AFZAL
REVIEWED BY THE PRACTICE MANAGER ANNUALLY
