Complaints

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 that patient directly. We endeavour to give you the best service possible at all times, but there may be occasions when you feel you wish to express dissatisfaction or a concern.

We take all complaints very seriously, and would like to resolve your concerns in the practice.

People wishing to complain may do so either orally, in writing or electronically to the practice.

A complaint can also be made within 12 months of the incident happening, exceptions apply if there is good reason for not making the complaint within this timeframe.

How to Make a Complaint

If you wish to make a complaint please complete our online form, alternatively you can contact the practice manager, Claire Cairncross or Julie Davies, business manager.

You can contact Claire/Julie on 01794 512218/01794 517878 or
email Whccg.abbeywellsurgery@nhs.net.

What Happens Next?

Claire/Julie will take full details of your complaint. You will receive an acknowledgement of the concerns within 3 days, orally and/or in writing.

The matter will then be investigated thoroughly. A meeting will be offered to discuss the complaint or aspects of it.

You may bring a friend or relative with you to the meeting if you wish. You should keep a note of any relevant facts and bring them with you to the meeting.

You should keep a note of any relevant facts and bring them with you to the meeting.

We hope to address your concerns fully, provide you with an explanation and discuss any action that may be taken. We trust that at the end of the informal meeting you will feel satisfied that the matter has been fully resolved. However, if this is not possible, we can suggest avenues of further action with appropriate authorities.

The Parliamentary & Health Service Ombudsman

If you are dissatisfied with the outcome you have the right to approach the Ombudsman:

The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 0154033

Email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk