Complaints system

As a practice we try hard to avoid the possibility of any complaint, but inevitably there will be times when patients feel things have gone wrong. If a patient feels there is a grievance to be addressed, we would like the matter to be cleared up as soon as possible. The following procedure has been adopted by the practice.

	Please put your complaint in writing addressed to the practice manager.
	Your complaint will be acknowledged immediately.
	A meeting will be arranged with the complainant, the practice manager and/or a GP within two days if possible.
	Having listened to your complaint, a full investigation will take place.
	An explanation, apology if necessary, and alteration of organization will take place if possible & indicated.
	If the complaint is not resolved it may be forwarded to the Health Board.