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Comments/Complaints

COMPLAINTS

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.

If you have any complaint about the service that you have received from the doctors or staff working at the Practice you are entitled to make a complaint or ask for an explanation. Initially we operate an informal, in house procedure to deal with your complaint. To access this procedure you may write to the Practice Manager, ask at reception for a complaint form or click on the link below to print our Complaints pack.

Click here to view our Complaints Pack

Click here to view our Complaints Leaflet

This procedure does not affect your right to make a formal complaint to NHS Northamptonshire if you so wish; neither does it affect your right to seek compensation in law.

Should you remain dissatisfied with the outcome of the local resolution process, you may either again contact the Practice Manager or alternatively please contact the Complaints Manager at NHS England, who will be able to help you.

Complaints Manager

NHS England

PO Box 16738

Redditch

B97 9PT

Tel:   0300 311 22 33

Email: england.contactus@nhs.net ‘marked for the attention of the complaints manager’

If after this you are still dissatisfied with the response to your complaint, you have the right to ask the The Parliamentary and Health Service Ombudsman (who are a national independent body set up to improve healthcare) to review your case. You should do this within 2 months from the date of the final response letter from the practice.

You can contact the The Parliamentary and Health Service Ombudsman, Complaints Team at:

Millbank Tower, Millbank, London, SW1P 4QP  

or telephone 0345 0154033 or visit their website at: www.ombudsman.org.uk

You may also approach Healthwatch or the Independant Health Complaints Advocacy for help or advice;

The Local Healthwatch can be found at http://www.healthwatch.co.uk/

Healthwatch Northamptonshire
3rd Floor
Lakeside House
Bedford Road
Northampton
NN4 7HD

Tel: 0300 002 0010
SMS/Text: 07951 419331
Email: enquiries@healthwatchnorthamptonshire.co.uk

COMMENTS

Also if you feel that you would like to thank a member of staff the Practice Manager will be pleased to see that your comments reach the appropriate person.



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