We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way please write to the Practice Manager, Mrs Helen Round. Please ensure that you provide an up to date telephone number. The complaint should be made as soon as possible.
What Will We Do?
Firstly, your complaint will be acknowledged within 3 working days. We will aim to have looked at your complaint within 25 working days of receiving it. You may be invited to an informal discussion and we hope that we will be in a position to offer you an explanation.
We will aim to :-
- Find out what happened and what went wrong.
- If you wish we can arrange an appointment for you, to discuss the problem with the person concerned.
- Make sure that you receive an apology, where appropriate.
- Identify what we can do to prevent the problem recurring.
We hope that if you do have a problem, you will use our complaints procedure. We believe that this will give us the best chance of putting right any problems quickly.
NHS Guidance Leaflet
SSMP Complaints Procedure 2014-2015