We always try to give you the best service possible, but there may be times when you feel this has not happened.

If you wish to make a complaint, please phone or write to our Practice Manager, Dianne Kibblewhite. She will take full details of your complaint and decide how best to undertake the investigation.

We think it is important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within seven days.

Occasionally, if we have to make further enquiries, it might take a little longer, but we will keep you informed.

You may bring a friend or relative with you to the meeting.

If you choose to make a complaint in writing, we would expect you to do so within six months of your having realised there were grounds for complaint.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, at the end of the meeting, you will feel satisfied we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.


Official Complaints Protocol

Complaints will, in the first instance, be dealt with by the Practice Manager (or deputy).

If the complaint is made verbally, the complainant will be asked to put the complaint in writing to ensure that an accurate version of events is presented to the GP or member of the staff involved.

Once the initial contact has been made, whether verbally or in writing, the nature of the complaint will be recorded in the complaints log.

The complaint will be acknowledged in writing immediately and it will be explained to the complainant that they can expect a further response within 14 days. A copy of the practice complaints procedure will be sent to the complainant.

The matter will be discussed with the senior partner (or deputy) and a full internal investigation will take place with the GP or member of staff involved.

The results of the investigation will be put in writing and sent to the complainant and the complaint log will be updated.

If the complainant is not satisfied with the results of the internal investigation they will be invited to attend the surgery, with a friend if he/she wants, to discuss the complaint and the findings of the internal investigation.

Written confirmation of the outcome of the meeting will be sent to the complainant and the complaint log will be updated.

If the complaint remains unresolved the complainant will be informed of his/her right to pursue the complaint with Somerset Health Authority.

Where necessary the practice will consider any internal action required to ensure a similar incident does not occur in the future .

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