We are very happy to receive constructive comments and suggestions
for improving our service to patients. These comments can be made
direct to Mrs Helen Robins, our Practice Manager or informally
through the Patient Group. If you have a serious personal complaint
we have a formal complaints procedure that complies with national
NHS standards.
We hope that most problems can be sorted out quickly and easily,
often at the same time as they arise and with the person concerned.
If your problem cannot be sorted out in this way and you wish to
make a complaint, we would like you to let us know as soon as
possible. It will be a great help if you are as specific as possible
about your complaint.
All complaints should be addressed to Mrs Robins in the first
instance. She will acknowledge
your complaint within 2 working days and will put the investigation
process into place. This may include interviewing the complainant
and/or staff. A substantive reply should be sent to your within 10
days, or a little longer if the complaint is complicated.
When we look into your
complaint we shall aim to:
- find out what happened.
- make sure you receive an apology/explanation/response where
this is appropriate.
- identify what we can do to make sure this problem does not
happen again.
We hope that, if you have a problem, you will use our practice
complaints procedure. We believe this will give us the best chance
of putting right whatever has gone wrong and an opportunity to
improve the practice.
This does not affect your right to
approach the local Primary Care Trust. If you feel you cannot raise
your complaint with us or are dissatisfied with the result of our
investigation, you should contact the Complaints Administrator for further advice.
Sue Field
Complaints Manager
Corporate Services and Human Resources Directorate - Complaints
Service
Highfield
Cliftonville Road
Northampton
NN1 5DN
Tel: 01604 615326
Fax: 01604 615237 |
