Compliments and Complaints We
hope you will be pleased with the service we provide. We would be delighted to
accept any compliments from our patients. We always try to
give the best service possible, but there may be times when you feel this has
not happened. This explains what to do if you feel you have a complaint about
any of the services we provide or about one of the doctors or staff at the surgery.
It is practice procedure not to deal with questions of legal liability or compensation. e-mail
link to Bampton Surgery How to make a formal
complaint Complaints should be addressed to The Practice
Manager, either in writing or verbally. We hope that most problems
can be sorted out easily and quickly, often at the time they arise and with the
person concerned. If your problem cannot be sorted out in this way and you wish
to make a complaint, we would like you to let us know as soon as possible. This
must be either within 6 months of the incident that caused the problem; or within
6 months of discovering that you have a problem, provided this is within 12 months
of the incident. We need to have details of your complaint
in order that we can find out what happened and what went wrong; identify what
we can do to ensure the problem doesn't happen again; make sure you receive an
apology, if this is appropriate. 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. The
Procedure We shall acknowledge the complaint within
2 working days and investigate it promptly. A written record of your complaint
will be provided for you to agree and sign, even if your complaint is made verbally.
You will normally be offered an appointment to discuss it within 7 working days
of the date when you raised it with us. You may bring a friend or relative with
you. We should then be in a position to provide you with an
explanation. We will try to address your concerns fully and discuss any actions
that may be needed. We believe that this will give us the best chance of putting
right whatever has gone wrong and an opportunity to improve our practice. By the
end of the meeting we hope that you will feel satisfied that we have dealt with
the matter thoroughly. This does not affect your right to
approach Sally North/Julie Cartwright Complaints & Clients Service
Managers Devon Primary Care Trust County Hall Topsham EX2 4QL Tel:
01392 207819 or The Patient Advice and Liaison Service St Edwards
Court 16 Okehampton Street Exeter EX4 1DU Tel: 01392 385694 PALS
provide confidential advice and support, helping you to sort out any concerns
you may have about the care we provide and guiding you through the different services
available from the NHS.
link
to PALS Devon |