St George’s Medical Centre

01353 864100

Complaints and compliments

We aim to provide high quality services. However, if you have a comment or complaint about any of our services, we would like you to tell us about it.

If you have been particularly pleased with our performance it is nice for staff to know that their efforts are appreciated. Likewise if things have not gone so well, it is important that we learn from the event so that we can improve our service in the future.

Complaints

We have a complaints procedure to deal with complaints about the service you have received from the Doctors or staff working in this Practice.

Making a complaint does not affect your rights and will not result in the loss of any service you have been assessed as needing. Anyone who uses our services can complain. You can also complain on someone else’s behalf, although you will need their consent. Click here for the practice leaflet on How to Make a Complaint.

This procedure does not deal with matters of legal liability or compensation but we hope you will use it to give us the opportunity to investigate and, if necessary, correct any problems that may have arisen or mistakes that may have been made.

Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

In some cases our internal complaints procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority. This procedure does not affect your right to make a formal complaint to NHS England at the Health and Social Care Information Centre (Telephone 0300 311 2233), if you wish, nor does it affect your right to compensation in law.

Please click here to see the NHS England complaints procedure flow chart

Please click here to see how to complain about an NHS organisation in the local area.

 

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