Suggestions, Compliments and Complaints
Compliments
If you feel you have received outstanding service from the Practice please let us know. Compliments are lovely to receive and really help to boost staff morale. If possible please name the individuals involved as all compliments are shared with the team and the named individual (when mentioned).
Complaints
Whilst we make every effort to provide the best service possible, if you have a concern please follow the processes below and we will deal with the matter as quickly as possible.
Informal Complaint
If you have a concern or complaint about the Practice, we encourage you to speak directly with our Practice Manager, Bronwyn Job. We aim to resolve matters informally, in a quiet and confidential setting. Your concerns will be listened to carefully, discussed with you, and—where possible—an appropriate resolution will be agreed upon. If a satisfactory outcome is reached, the matter will be considered closed.
Should we be unable to resolve the issue informally, you will be guided through our formal complaints procedure (outlined below).
Formal Complaint
If your complaint cannot be resolved informally, or if you prefer to make a formal complaint from the outset, please complete the complaint form here or submit a written complaint directly to the Practice. Be sure to include as much detail as possible to help us understand and investigate your concerns.
We will acknowledge receipt of your complaint in writing within three working days. A full investigation will then be carried out, and we will provide a written response with the outcome within 40 working days.
Please click on the links below for full copies of the Practice's complaints Policy and Protocol.
