We take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. Should you have a complaint, we will do our best to resolve it to your satisfaction as soon as possible.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, within a matter of days, as this will enable us to establish what happened more easily.
Complaints should be in writing and addressed to Dr Harris. Alternatively, you may ask for an appointment with her in order to discuss your concerns. If the complaint is in regard to Dr Harris, you may, if you wish, address the complaint to Dr Kirschen. We will explain the complaints procedure and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We will normally acknowledge your complaint within three working days and will normally aim to have looked into your complaint within ten working days (though these periods may be extended when either Dr Harris or member of staff are on annual leave). We will then be in a position to offer you an explanation or a meeting with those involved. In investigating your complaint, we will aim to:
If we are unable to investigate the complaint within ten working days, we will notify you, giving reasons for the delay and a likely period within which the investigation can be completed.
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed unless they lack the capacity to do so or unless the patient is under age 16 and you are the parent or legal guardian.
We hope that our practice complaints procedure will lead to satisfactory local resolution. We believe this will provide the best chance of putting right whatever has gone wrong and give us an opportunity to improve our practice. However, if you remain dissatisfied, you may take your complaint to: