Patients wishing to make a verbal complaint will need to ask to speak with the practice manager. If she is unable to offer you a satisfactory result she will then ask you to put your complaint in writing. Your written complaint will be acknowledged within 72 working hours, with a promise to investigate and reply again within the next 14 days.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.