We always try to give you the best service possible, but there may be times when you feel this has not happened. This section explains what to do if you have a complaint, which we would be happy to discuss further with you. Our practice procedure is not able to deal with questions of legal liability or compensation.
This procedure will allow the practice to investigate and, if appropriate, put right any problems you have identified or mistakes that have been made. This procedure does not affect your right to complain to Healthwatch Portsmouth. You can also contact SEAP (Support Empower Advocate Promote) for information and/or advice. Contact details for both are shown below.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person. If you wish to make a complaint, please phone or write to our Practice/Complaint Manager. She will take full details of your complaint and undertake a thorough investigation.
We think it is important to deal with complaints swiftly and we record all oral complaints in writing. Within three working days we will have acknowledged your complaint, provided you with a copy of the written record (if this is an oral complaint) and offered to discuss the matter once we have completed a thorough investigation.
Whilst we are investigating your complaint we will keep you informed as far as reasonably practicable of the progress. We will then organise a meeting to discuss our investigation and you may bring a friend or relative to the meeting. We will try to address your concerns fully, provide you with an explanation, and discuss any appropriate action to ensure your satisfaction. We will also provide a written response of the above. Should you wish to continue your complaint, we will direct you to the appropriate authorities who will be able to help you.