COMPLAINTS PROCEDURE
WHAT TO DO IF YOU ARE NOT HAPPY
If you have a complaint about the service the practice provides you then there is an Informal Complaints Procedure run by the Surgery to deal with concerns. We hope you will use this as it gives us the opportunity of looking into, and if necessary, correcting any problems that may have arisen or mistakes that may have been made. Complaints are welcome and you should not fear discrimination because of your complaint. Your opinions are important and, when appropriate, practice procedures will be modified. Our aim is to maintain and improve where practicable the quality of service provided to patients.
If you wish to make a complaint, please contact the Practice Complaints Manager Stephen Middleton by telephone on 01362 850227 or by letter addressed to the Practice Manager or by email to mattishalladmin.d82039@nhs.net Your complaint will be investigated, and you will receive further information within 14 working days.
You will then be offered a meeting with a senior member of staff to discuss the matter. You may bring a friend or relative with you to the meeting if you wish. At the meeting we hope to address your concerns fully, provide you with an explanation and discuss any action that may be taken. We trust that, at the end of the meeting you will feel satisfied that the matter has been resolved. If you do not wish to have such a meeting, a letter of explanation will be sent to you.
WHAT HAPPENS IF YOU ARE STILL NOT HAPPY
If you feel that your complaint has not been resolved, the Practice Complaints Manager will be able to advise you about the next stage, you have the right to approach the Parliamentary & Health Service Ombudsman, you may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy.
Click here for a copy of our Patient leaflet. This is also available at request from Mattishall Reception.
Click here for a copy of our Complaints Policy.