Complaints Procedure

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We try to learn from any mistake that we might make and respond to patients concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service we provide is: Miss Viv Dickenson (Practice Manager)
  2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to Miss Viv Dickenson immediately. If Miss Viv Dickenson is not available at the time, then the patient will be told when he or she will be able to talk to Mr Don McGrath and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing, the letter will be passed on immediately to: Miss Viv Dickenson and /or Mr Don McGrath
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to Mr Don McGrath unless the patient does not want this to happen.
  5. We will acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances which led to the complaint. (Obviously in the event of a complaint taking place when either or both Miss Viv Dickenson and /or Mr Don McGrath are away on holiday then please allow for a little delay in proceedings. Similarly if Bank Holiday weekends are involved.) If the patient does not wish to meet us then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
  7. Proper and comprehensive reports are kept of any complaint received.
  8. If patients are not satisfied with the result of our procedure then a complaint may be made to:  The Chief Executive, Manchester PCT, Mauldeth House, Mauldeth Road West, Chorlton, Manchester M21 7RL Or contact PALS (Patient Advice and Liaison Services) at