We always try to provide the best services possible for our patients, but there may be times when you feel this has not happened. The following information explains our “in-house” complaints procedure which has been drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your statutory right to complain to the Health Authority.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to Tracey Rymer, our Practice Manager. She will take full details and a decision will be made on how best to undertake the investigation. We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within three working days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative to the meeting. We will do our best to address your concerns, provide you with an explanation and discuss any action that may be needed.
If you are seriously unhappy with us or the service we provide, you have the right at any time to leave our list and register with another practice.