Comments & 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 complaints about the service that you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. We operate an informal “in-house” complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation.
- In some cases the “in-house” procedure is not an appropriate form of investigation, in which case you will be referred to the Complaints Office, Bournemouth and Poole Teaching Primary Care Trust.
- The in-house procedure does not affect your right to make a formal complaint to the Complaints Office, Bournemouth and Poole Teaching Primary Care Trust if you wish. Nor does it affect your right to seek compensation in law.
Your complaint should be addressed, in the first instance, to Dr S Thomas who will either deal with it personally or forward it to the appropriate member of staff.
The delegated member of staff will assess the complaint and offer to see the complainant immediately for a preliminary discussion. If the practice procedure is appropriate, a full investigation will take place. A meeting will be arranged in order to advise the complainant of the outcome.
If the complaint is unresolved the complainant has the right to complain to:The Complaints Office, Bournemouth and Poole Teaching Primary Care Trust, Canford House, Discovery Business Centre, 551-553 Wallisdown Road, Poole BH12 5AG.
We are continually striving to improve our service. If you have any suggestions regarding the service provided, write to Dr S Thomas who will pass on your letter to the appropriate member of staff. Alternatively, place your written suggestion in our suggestions box in the waiting room.
The Health Service Ombudsman in England
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.