We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a Practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE. You should address your complaint in writing to the Practice. We will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
A full copy of our Complaints Policy is available on request.
Alternatively, if you feel unable to discuss your complaint directly with the Practice you can contact:
Patient Advice and Liaison Service (PALS)
Patients, relatives or carers occasionally need to turn to someone for on-the-spot advice and support. PALS aims to resolve concerns quickly and efficiently, provide information on NHS services.
Contact PALS by:
· Phoning 01582 532109 (normal hours 9am- 5pm, Monday to Friday). A voicemail system operates at busy times and out of hours and we will endeavour to return your call by the next working day.
· E-mailing firstname.lastname@example.org
· writing to: The PALS service, 4 George Street West, Luton LU1 2BJ
The contact details for NHS England are:
NHS Commissioning Board
PO Box 16738