If you have a complaint, suggestion or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to Complain:
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 – ideally, within a matter of days or at the most a few weeks – because this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint, within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the Practice Manager or any of the doctors. Alternatively you may ask for an appointment with the Practice Manager in order to discuss your concern. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we will do in response:
We shall acknowledge your complaint within five working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we aim to:
Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned, if you would like this
Make sure you receive an apology, where this is appropriate
Identify what we can do to make sure the problem does not happen again.
The in-house procedure does not affect your right to make a formal complaint to the Bournemouth & Poole Primary Care Trust if you wish, nor does it affect your right to seek compensation in law.
Complaining on behalf of someone else:
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) or providing this.
Should you not wish to complain directly to the Surgery you can send your complaint to the Dorset Advocacy Service. Contact details below.
Dorset Advocacy Service
Tel: 0300 343 7000