Comments & Suggestions
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way we would like you to let us know as soon as possible as this will enable us to establish what happened more easily. Complaints should be addressed to the Practice Manager or any of the Doctors. Alternatively you may ask for an appointment to see the Manager to discuss your concerns. The complaints procedure will be explained to you and we will make sure that your concerns are dealt with promptly.
We hope that if you have a complaint, you will use our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the local authority, if you feel you cannot raise the issue with us or are dissatisfied with the result of our investigation. Please be assured that the raising of any complaint or concern will not affect the care you receive.
Below are the links for our Practice Complaints Procedures:
- Market Street Medical Practice complaints procedure
- The NHS complaints procedure (England only)
- Complaint form
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
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.