Complaints Policy

Making a complaint

Complaints should be addressed to the practice manager or any of the doctors. It will be a great help if you are as specific as possible about your enquiries.

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note sighed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to Herts Valley Clinical Commissioning Group

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 our practices. But this does not affect your right to approach the Herts Valley Clinical Commissioning Group, Charter House, Parkway, Welwyn Garden City, Herts, AL8 6JL if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigations.