Complaints

We aim to make your experience at the practice as positive as possible. There may be occasions when you feel this has not happened.

We value your comments and suggestions. We use them to review the service we offer and look at ways of improving them. The staff are here to help and they will do their best to deal with your concerns.

Should you have any complaints, please inform Mr Gupta or our staff on reception who will be able to deal with your complaint and talk you through our procedure. Alternatively you can pick up a copy of the latest complaints procedure (for both private and NHS patients) from our reception desk or please email us for a copy to be sent to you.

We like to handle complaints ourselves since most arise from misunderstandings. It is best for all concerned to put things right as quickly as possible. We will listen to your complaint and discuss it with you how best to resolve it. We will try to address your concerns with a full explanation and discuss any action, which could follow. It will be our aim to answer all your questions. However, if this is not possible, we will be able to suggest further options for action.

We aim to follow these 6 key principles of what our patients can expect from us when providing feedback or making a complaint:

  1. All of your feedback is important to us.
  2. We want to make it easy for you to raise a concern or complain, if you need to.
  3. We follow a complaints procedure and keep you informed.
  4. We will try to answer all your questions and any concerns you raise.
  5. We want you to have a positive experience of making a complaint.
  6. Your feedback helps us to improve our service.

The following leaflet provides more information about these principles.