We try to give you the best service possible at all times, but there may be occasions when you feel dissatisfied with the service the practice provides for you. If this is the case, this practice operates a procedure for the investigation of complaints, and the consideration of suggestions. We hope you will give us an opportunity of looking into, and if necessary correcting, any problems that may have arisen or mistakes that have been made.
For more information on our complaints procedure please download our leaflet below
Complaints Leaflet for Patients
Using our complaints procedure does not affect your right to complain to the health authority if you so wish.
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. If you have a concern, you may wish to discuss it with our Administration Support Manager or Office Manager in the first instance. They will seek to understand your concerns and, where possible, resolve the matter informally. If you are not satisfied with the outcome, or if the matter cannot be resolved informally and you wish to make a formal complaint, you should do so, preferably in writing, as soon as possible after the event. This helps us to establish what happened and investigate the matter thoroughly. In any event, a complaint should normally be made within 12 months of the incident or within 12 months of becoming aware that you have cause for complaint.
You can send your complaint via post, leave at reception or email our dedicated complaints inbox at northantsicb.complaints.k83011@nhs.net
We will normally acknowledge receipt of your complaint within 3 working days and aim to complete our investigation within 10 working days. Once our investigation is complete, we will provide a formal response in writing. Where appropriate, we may contact you to discuss the complaint further to help resolve any outstanding concerns. If the matter is likely to take longer than anticipated, we will let you know and keep you informed of progress throughout the investigation.
Please note that we have to respect our duty of confidentiality to patients, and a patient’s consent will be needed if a complaint is not made by that patient directly.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- phone us on 01933 423424