We are interested in receiving your comments and suggestions. Comments and suggestions are recorded by the practice and reviewed at our team meetings.

Please let us know your comments or suggestions in any of the following ways

1. Telling any member of the practice face to face.

2. Phoning any member of the practice.

3. Writing to the Practice Manager.

4. Jotting down a note on paper and posting it in our repeat prescription box.

PRACTICE COMPLAINTS PROCEDURE

A GUIDE FOR PATIENTS

We always try to give you the best services possible, but there may be times when you feel this has not happened. This letter explains what to do if you have a complaint about the services we provide for you.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

If you use this procedure it will not affect your right to complain to Gloucestershire Primary Care Trust if you so wish. The appropriate contact addresses are printed overleaf. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary, if a complaint is not made by the patient in person.

If you wish to make a complaint, please phone or write to our practice manager, Mrs Carolyn Thomas. She will take full details of your complaint and decide how best to undertake the investigation.

We think it is important to deal with complaints swiftly so we aim to acknowledge your complaint within two working days. You will normally be offered an appointment for a meeting to discuss the matter within fourteen days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative along with you to the meeting if you wish.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.



ADDRESSES:

You may want some help with making your complaint. If so, please contact
GUIDE & and Community Patient Advice and Liaison Service
Sanger House 5220 Valiant Court
Gloucester Business Park
Gloucester
GL3 4FE
Tel 0800 0151548

The authorities to whom a complaint may be directed, if you are not satisfied after our own complaints procedure has been completed are:-

Gloucestershire Care Services
Edward Jenner Court
1010 Pioneer Avenue
Gloucester Business Park
Brockworth
Gloucester
GL3 4AW
Tel 0845 6598148

Or

ICAS (Independent Complaints Advisory Service
Unit 3 Premier House
Willowside Park
Canal Road
Trowbridge
Wiltshire
BA14 8RH

Tel 01225 762723
Email trowbridge.icas@seap.org.uk

If you decide to pursue your complaint further, you may also wish to have the assistance of the Health Care Commission:-

Healthcare Commission
5th Floor, Peter House
Oxford Street
Manchester
M1 5AX