We welcome compliments, suggestions or concerns about the services you have received from the doctors or any staff working in this practice.
Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
We operate a complaints policy in line with NHS complaints procedure. Should you have a complaint or wish to comment about the service you have received from the Practice this should be made in writing directly to the Practice Manager. If you would like to discuss any concerns you can also raise this initially with the Reception Co-ordinator.
A Patient information Leaflet and the full Policy regarding complaints can be obtained from reception.
Complaints concerning the NHS 111 Service should be direted to the NHS 111 Patient Advice and Liaison Service (PALS) on 01737 363866 or firstname.lastname@example.org.
If you have an enquiry or comment about NHS services you should contact Healthwatch West Sussex on 0300 012 0122.
If you wish to complain about an NHS service, then the complaint should be made to the Trust providing this service. Alternatively, you can send your complaint to the CCG Complaints team. Details of how to do this can be found on their website www.crawleyccg.nhs.uk/contact/comments-and-complaints
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.