COMPLAINTS

Let's face it, we cannot please everyone all of the time. If we can please 90% of you 90% of the time we should be patting ourselves on the back. We do try to accommodate all of our patients' needs, but sometimes that cannot be achieved for a variety of reasons. Sometimes it is because of unrealistic patient expectations, at other times perhaps we ourselves are too tired, too distracted, or just having an off day.

If you have a complaint about any aspect of our service, either administrative (e.g. appointments, waiting times, etc.) or clinical (wrong diagnosis, delays, etc.) the first port of call is the Practice Manager Mrs Helen Ooi. If possible put your complaint down in writing. Your complaint will be dealt with in writing according to the Practice Complaints Procedure, a copy of which is available for patients on request.

In essence the Procedure spells out the following:

1. You cannot complain about an incident which occurred more than 6 months ago.

2. We will acknowledge receipt of your complaint within 3 working days.

3. We aim to provide you with a written response to your complaint within 10 working days.

If we are unable to resolve your complaint at practice level you may be referred to the Complaints Ombudsman.

Now how about praise?

Yes, if we do something right please do comment about it and make our day! Or tell your friends and family about us! Better still send us a thank you card, or leave a compliment in our website guestbook!

Important Information for Telephone Callers

Please note that all telephone calls are recorded. The recording helps to improve the service we provide. It also serves as a record of the actual conversation in the event of a dispute.