Complaints Policy
We are committed to providing a high standard of care and service to all our patients. We welcome feedback, whether positive or negative, because it helps us understand what we are doing well and where we can improve. If something has gone wrong, or if you are unhappy with any part of the service you have received, please let us know. We will listen, treat your complaint seriously, investigate it fairly, and use what we learn to improve our services wherever possible.
How to make a complaint
To help us fully understand your concerns and investigate them properly, we ask that complaints are made in writing wherever possible. This allows us to capture the full detail of your complaint in your own words, verbatim, and helps ensure that nothing important is missed.
Your written complaint should include your name, contact details, date of birth where relevant, details of what happened, when it happened, who was involved if known, and what outcome you are seeking. You can send your written complaint by email to ddicb.stubleymedicalcentre@nhs.net, hand it in at reception, or post it to the practice, for the attention of the Practice Manager.
What happens after we receive your complaint
We will acknowledge receipt of your complaint within 7 days. This acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
Once your complaint has been acknowledged, we will aim to complete our investigation within 21 days. This timeframe allows us to make a full and careful investigation, speak to the relevant staff where needed, review any appropriate records, and consider your concerns properly.
If the investigation is likely to take longer than 21 days, we will let you know, explain the reason for the delay, and provide an updated timescale for our response.
Our response
When our investigation is complete, we will provide a written response. This will explain what we have looked into, what we found, any actions we will take, and any learning or improvements identified as a result of your complaint.
Confidentiality and support
All complaints will be handled confidentially and sensitively. Making a complaint will not affect your care or treatment. If someone is complaining on behalf of a patient, we may need the patient’s consent before we can share personal information or respond in detail.
If you remain unhappy
If you are not satisfied with our response, you can ask us to review the matter further. You may also have the right to take your complaint to the Parliamentary and Health Service Ombudsman if local resolution has not resolved your concerns.
This complaints policy can be downloaded using the following link: Complaints Policy - Patient Info