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When Things Go Wrong...
Practice Complaints Procedure
The practice displays a notice identifying the Practice Manager as the Complaints Manager.
If the complaint is one of a clinical nature, then it should be made directly to the doctor concerned or to another partner in the practice.
Patients are invited to make verbal complaints direct to the Practice Manager in private and in confidence. If a more detailed approach is required, the complaint may be stated in writing.
If the complainant is NOT the patient involved, then that patient's permission must be obtained in writing.
If there appears to be a genuine grievance patients may be assured that their complaint will be treated seriously and that it will receive immediate attention.
It is hoped that the complaint can be resolved at this stage without recourse to a more detailed procedure. If however a patient is not satisfied, a formal complaint may be lodged with Herefordshire Primary Health Care Trust at the address below:
Complaints Manager,Herefordshire Primary Health Care Trust,
Vaughan Building,
Ruckhall Lane,
Belmont,
Hereford.
HR2 9RP.
Tel. 01432 344344
Alternatively you may wish to contact the Patient Advice and Liason Service at the address below.
PALS and Involving People Manager,Herefordshire PCT,
Victoria House,
Eign Street,
Hereford,
HR4 0AN
Tel. 01432 262016
Suggested time limits
It is in a patient's interests to make a complaint as soon as possible after the event to which the complaint refers. We suggest that complaints should be made within 6 months of the event concerned, or within 6 months of discovering a problem, providing the complaint is made within 12 months of the event concerned.
Help us to help you
Please treat our staff with due courtesy
We reserve the right to refuse service to patients who are verbally or physically abusive
Non-urgent problems should be dealt with within normal working hours
If you are unable to keep an appointment, please contact us to cancel...another patient may
be able to use it.
Home visits take up a lot of time - please request them only if you are too ill or infirm to attend the surgery.