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Comments & Complaints

pad_and_penThe Doctors and staff are interested to know what you think about the services on offer at the surgery. If you have a comment, suggestion or general complaint about the practice, please write this on the slips provided and place in the suggestions box in the waiting room.

Or, visit NHS Choices and leave feedback for us online, using the following link:

https://www.nhs.uk/Services/GP/LeaveReview/DefaultView.aspx?id=40524

We understand that people do not like making comments, complaints or suggestions believing this might cause difficulties. We do positively welcome your views because we want to offer only the best service possible, subject to the financial constraints of the NHS.

For specific complaints about the service we have provided, or your care, we follow the NHS complaints procedure. A copy of our complaints procedure can be obtained from the receptionist. Complaints of this nature should be made directly to the Practice Manager or the Deputy Manager, in the first instance. If you are not satisfied with the way in which we deal with your complaint we can advise you how to take the matter further.

A copy of our Complaints Information for Patients document is available here:

SLMP Complaints Information

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

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