We are keen to improve our services and welcome your views, both good and bad! Comments and suggestions can be made in writing, by phone or in person, to the Practice Managers or Practice Director. You may occasionally be asked to complete a patient survey questionnaire. These are used to help us improve our services, and your contribution would be greatly appreciated.
We endeavour to give you the best service possible at all times, if however, you feel this has not been the case and have a complaint or concern, please let us know. We operate a Practice procedure as part of an NHS system dealing with complaints.
What you should do
We hope that most problems can be sorted our easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out 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. Please address your letters to our Practice Director, Mrs. Lynn Jones.
What we will do
We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
Complaining on behalf of someone else
Please note that we keep strict rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable.
Time Limits
The time limit for making a complaint will normally be within six months of the event giving rise to it. If the complainant was not aware that there was cause for complaint then the complaint can be made six months of becoming aware of cause for complaint
Complaining to the Primary Care Trust (PCT)
We believe the Practice procedure will give us the best chance of putting right whatever has gone wrong. This, however, does not affect your right to approach the PCT if you are dissatisfied with the results of our investigation. You should contact the Complaints Manager on 01539 797861.
PALS (Patient advice and Liaison Service)
Although PALS are not part of the complaints procedure they can give information about services and help try to resolve concerns informally. Morecambe bay PALS can be contacted on 01539 795497