We care about what you think and are happy to receive your views on the service that we provide. We welcome complaints; they help us to improve the service we give to patients. Your comments will be totally confidential and there is no need to give your name and address unless you would like a response.
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 and if 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. Complaints must be made within twelve months of the date that the subject matter of the complaint occurred or the date that the subject matter came to the complainant’s attention.
Complaints should be addressed to the Practice Manager or any of the doctors, or you can telephone the surgery and speak to the practice manager, or you may email the practice manager. (Please ask the receptionist for the current email address), or you may ask for an appointment with the practice manager in order to discuss your concerns, who will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
If we are unable to resolve the problems you may wish to contact someone independent. PALS (Patient Advice and Liaison Service) can be contacted for information, support or advice about local health services: they can also help you with Compliments, Comments, Concerns and Complaints. If PALS cannot help resolve your concerns they will advise you how to make a complaint. PALS can also put you in touch with POhWER who will support you in making your complaint about the NHS.
Please Middleton Lodge Practice Complaints Process Updated October 2019 click here to view or download our complaints policy