complaints procedureWe always try to do our best for our patients.
Because we are human, every now and then things do not work out the way we expect.
When this happens, we
do everything we can to put the matter right as soon as possible.
Our aim is always to improve our service to you.
If you feel you have a complaint involving our surgery, we set out in this leaflet the procedure for you to follow.
Complaints are dealt with by the Practice Manager.
The deputy is the Reception Team Leader
You can contact either of them by telephone 01258 880210
If neither person is available, please speak to a Receptionist or put your complaint in writing.
We will investigate your complaint and report back to you within 10 working days from receipt of the complaint.
If you are complaining on behalf of someone else, you will need their permission to do so. A note signed by the person concerned will be needed.
What we shall do:
We hope that most problems can be sorted out easily, quickly and often at the time that they arise and with the person concerned. If this is not a possibility, please let us know of the problems as soon as possible, ideally within a matter of days.
When we look into your complaint we shall aim to:
Find out what went wrong
Make it possible for your 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 that the problem does not happen again
Taking your complaint further
If after full enquiries have been made, you are still not happy with the result, you have the right to contact the North Dorset Primary Care Trust and refer your complaint to them either verbally or in writing:
Chief Executive
North Dorset Primary Care Trust
Forston Clinic
CHARMINSTER
Dorset DT2 9TB
Tel: 01305 361294
Please be assured that any complaint that you make will be treated with the utmost confidentiality.
You should be aware that the disclosure of medical records to the Primary Care Trust may be necessary.
