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Complaints

Customer service form

If you have a complaint we will deal with it in a constructive way and will acknowledge any written formal complaints within 48 hours. Please ask at reception for our Complaints Procedure and Forms.

Click here to download our Complaints Procedure

Click here to download our Complaints Protocol

Click here to download our Complaints Form

Our Procedure

 

It is the sincere aim and objective of this Practice to always give the best possible service, but there may be times when you feel that this has not happened. We hope that you will use the information provided and allow us to investigate, and if necessary, put right any problems you have identified or mistakes that have been made.

Please raise your complaint in the first instance to the Practice and allow us to investigate to see what went wrong and how we can improve the service we provide to our patients.

We believe that it is important to deal with complaints swiftly. You will therefore receive a formal acknowledgement of your complaint within 48 hours and a written response within 10 working days. You may be offered the facility to come and discuss your complaint at the Practice, and a friend or relative may accompany you.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.  We hope that we will satisfy your concerns through our actions.   

Our Practice procedure is not able to deal with the questions of legal liability or compensation. Please note that we have to respect our duty of confidentiality to our patients and a patient’s consent will be needed if a complaint is not made by that patient in person.

A standard complaint form can be obtained from the Reception Desk or from our website which you may wish to use. It sets out the information that we require from a complainant or you may wish to take your complaint directly to the Practice Manager.

Please telephone or write to the Practice Manager on 01425 478901. Full details will then be taken and a decision made on how best to undertake any investigation necessary.

Should you still feel dissatisfied and feel that you cannot address further concerns to the Practice, you can complain to the Parliamentary & Health Service Ombudsman.

 

The PHSO contact details are:

Millbank Tower, Millbank, London SW1P 4QP

Telephone: 0345 015 4033 or by email: phso.enquiries@ombudsman.org.uk

 

You should also be aware that there is Free (Independent) advice available on: 01962 440262 for our Hampshire patients; also www.heathwatchhampshire.co.uk or 0300 3437000 for our Dorset patients; also http://www.dorsetadvocacy.co.uk/page54.html



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