comments and complaints
PRACTICE COMPLAINTS PROCEDURE
The doctors and staff at the practice are very interested to know
what you think about the services we offer at the surgery. We
realise there are times when you may just want to comment about our
work, others when you may have a good idea about how we may make
improvements and still others when you have cause for complaint and
want to make sure no-one else has the same reason to complain in the
future. We take all these matters seriously.
If you have a comment, complaint or suggestion, please do tell any
member of staff. He or she will ask you for some brief details and
then pass these on immediately to our practice manager, Mrs Marjorie
Spires. Mrs Spires will either talk with you at the time or make
contact with you within a few days. If you would prefer to speak to
one of the doctors or nurses, this can be arranged without
difficulty and if you would prefer to write your views down, please
address your letter to your own doctor or, alternatively, Mrs Spires
who has particular responsibility for responding to your comments.
We understand that people do not like making comments, complaints
or suggestions, believing this might upset someone or cause
problems. We do, however, positively welcome your views because we
want to offer the best service possible and, of course, a compliment
is always pleasing.
If you feel unsure of the best way to express your views, then
please contact the manager of the
Patient Advice and Liaison Service (PALS) at the West Sussex
PCT.
Official Complaints Procedure
Our practice procedure is not able to deal with questions of legal
liability or compensation. Nonetheless, we hope you will use it to
allow us to look into and, if necessary, correct any problems that
you have identified, or mistakes that have been made. If you use
this procedure it will not affect your right to complain to the
Primary Care Trust.
Please note that we have to respect our duty of confidentiality
to patients and a patient's consent will be necessary if a complaint
is not made by the patient in person. If you wish to make a
complaint, please telephone or write to our practice manager. Full
details will be taken and a decision made on how best to undertake
the investigation. We believe it is important to deal with
complaints swiftly, so you will be offered an appointment for a
meeting to discuss the details within seven days. You may bring a
friend or relative with you to the meeting. We will try to address
your concerns, provide you with an explanation and discuss any
action that may be needed.
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