NORTHLANDS SURGERY COMPLAINTS PROCEDURE

Our aim is to provide the highest level of care for all our patients. We welcome concerns, compliments and complaints as valuable feedback that can help us learn from experiences and make improvements to services we commission.

Making a Complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time 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 – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

•Within 6 months of the incident that caused the problem; or
•Within 6 months of discovering that you have a problem, provided that is within 12
months of the incident.

You can make your complaint in person or in writing.

What We Shall Do
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 appropriate;
•identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.