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We value all feedback about our service, whether to highlight a positive experience or highlight where we could improve.

To provide feedback you can write to us or email ridgeway.info@nhs.net

COMPLAINT PROCEDURE

 

The Doctors and staff at this practice are committed to providing high quality healthcare and services to our patients. The majority of our patients are satisfied with the care and treatment they receive. However, it is acknowledged that on occasions a patient may be unhappy about the service provided, and may wish to complain.

 

If you have a complaint or concern about the service you have received from the doctors or staff working at this practice, please let us know. We operate a complaints procedure as part of the NHS system for dealing with complaints. Our complaints procedure meets national criteria.

 

How to complain

 

We hope that most problems can be sorted out easily and quickly, often at the time when they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks. This will enable us to

establish what happened more easily. If this is not possible, please let us have details of your complaint:

 

  • Within 12 months of the incident that caused the problem

                       OR

  • Within 12 months of discovering that you have a problem relating to a specific incident.

 

Complaints should be addressed to Practice Manager Andrew Slater. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. He will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. It would be of great help if you would be as specific as possible about your complaint

 

What we shall do

When we look into your complaint we shall aim to:-

 

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those involved, 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.

 

Complaining on behalf of someone else

 

Please note that we keep strictly to the rules of medical confidentiality. Therefore if you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.