COMPLAINTS PROCEDURE: Sunnybank Surgery
We always try to provide the best service possible, but there may be times when you feel that this has not happened.
The following information explains our in-house complaints procedure drawn up to respond to patient grievances.
The practice follows the Welsh Government guidance “Putting Things Right” in dealing with concerns raised.
Our practice procedure is not able to deal with questions or legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
If you use this procedure it will not affect your right to complain to the Health Service Authority.
Please note that we have to respect our duty of confidentiality to patients and a patient’s written consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint please contact our practice manager. Once we have received a written complaint, it will be acknowledged within 2 working days and in most cases a full written response will be made within 30 working days. Where this is not possible you will be informed of the reason. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
This complaints procedure is also on display in the practice reception area.