Complaints Procedure

We try to provide the best possible service to our patients. However,  there may be times when you feel our service has fallen short of your expectations.  If this occasion arises, we would be pleased to receive your comments, plus any suggestions on how our service may be improved.

If you wish to express dissatisfaction with your treatment or our service or to formally complain then we would ask you to write to our practice manager.  You can also request that a verbal complaint is regarded as a formal complaint.  As part of our complaints handling process you will receive a written summary of your verbal complaint

Our promise to you is

• that your complaint will be taken seriously
• that we will  respond in a reasonable time
• that we will  attempt to resolve problems swiftly
• that we will  take action as appropriate
• that we will keep you informed of progress at all stages of our complaints procedure.

It is likely that you, and a friend, if you wish to be accompanied, will be invited to visit the manager, and perhaps your own doctor, to discuss the problem further.

We hope we will be able to satisfy you.
If we do not you can write further to:

• The Patient Advice and Liaison Service (PALS) NHS Hampshire. see below
• NHS Hampshire:  the organisation that commissions and oversees the administration of all the G.P. practices. They administer us.
• The Independent Complaints Advocacy Service

PALS
The Patient Advice and Liaison Service is a free (NHS-funded) service that provides:

• Confidential advice and support to patients, families and carers
• Information on the NHS and health-related matters
• Confidential assistance in resolving problems and concerns quickly
• Explanations of complaints procedures and how to get in touch with someone who could help
• Information on how you could get more involved in your own health care and NHS locally