Complaints Procedure

Occasionally things do not go as smoothly as we would like.  This is often due to matters beyond our control, such as emergencies. We offer a Practice Complaints Procedure to deal with comments, suggestions, and complaints about the service we provide. Our Practice Manager will give you further information. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

You can download our Complaints leaflet

If you feel you cannot speak with us directly you may seek independent advice from the Customer Care Contact Centre:

NHS England
PO Box 16738
Redditch, B97 9PT
Email: england.contactus@nhs.net
Tel: 0300 311 2233

Or 

The Parliamentary & National Health Service Ombudsman
Millbank Tower
Millbank
London, SW19 4QP
Email: phso.enquiries@ombudsman.org.uk
Tel: 0345 015 4033

The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned.

Policy on Violent or Abusive behaviour

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff.  The Partners are committed to doing everything possible to protect Staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress.  It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.