Whilst we make every effort to provide you with the highest standard of care, we appreciate that you may feel less than satisfied at times. New Road Surgery has a standard complaints procedure which you can request a copy of by speaking to the practice.
If you have a complaint, in the first instance please ask to speak with our Patient Care Coordinator who can help you directly or escalate it to the appropriate person. It may not always be possible to speak to the them immediately, but they will come back to you as soon as possible. Alternatively you can write in, or email your complaint to : email@example.com which will be passed on to the Patient Care Coordinator. We will acknowledge your complaint within 3 days, and aim to respond within 14 days. Depending on the nature of the complaint, some may take longer to investigate. For some complaints it can be better to deal with the complaint verbally, and if appropriate, we will aim to do so within 24 hours of receiving the complaint.
If you are not satisfied with our response, you do have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of the Government and the NHS. Their service is confidential and free, but there are time limits to taking your complaint to the Ombudsman, although these can be waived if they think there is good reason to do so.
If you do have any questions about whether the Ombudsman would be able to help you or how to make a complaint, you can contact their Helpline on 0345 015 4033, or you can email firstname.lastname@example.org.
Any further information about the Ombudsman including the address you need to write to them is available at www.ombudsman.org.uk
Comments & Suggestions
Our aim is to provide you with the highest possible standard of care. If you have any problems, please let our staff know to see how we can help you. We welcome any comments about our practice and its services.