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.
Simply contact the Practice Manager and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service.
Suggestions
Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
Practice Complaints Procedure
We aim to provide you with the best possible care and recognise the importance of maintaining high standards. We take all complaints seriously and try to deal with them as swiftly as possible.
If you have been dissatisfied with our service and wish to raise concerns you may do so either directly to the practice or after 1st July 2023, if people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS England, people will contact the South England Complaints Hub team via new contact details below.
If possible please make your complaint as soon as you can. You should normally complain no later than 12 months of the incident you are concerned about, or within 12 months of you first becoming aware of the problem. However, we may be willing to investigate complaints after this time if you have a good reason for not complaining sooner.
The NHS complaints procedure requires the practice / NHS England to acknowledge a complaint within 3 working days and offer a considered response as soon as the issue has been fully investigated.
All efforts will be made to resolve any problems within the practice to the satisfaction of all parties. In the event that this is not possible, the matter may be taken further by contacting the Health Service Ombudsman.
Please note that if you are complaining on behalf of someone else, we have to confirm in writing that you have their permission to do so.
Contact details for further information
- Adrienne Adams – Practice Manager – 01795 477764 – memorialmedical@nhs.net
- South England Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health, Hospital Hill, Aldershot, Hampshire, GU11 1AY / Frimleyicb.southeastcomplaints@nhs.net / Tel: 0300 561 0290
- Health Service Ombudsman – 0345 015 4033
PLEASE NOTE THAT WE CAN ONLY DEAL WITH COMPLAINTS THAT ARE DIRECTLY RELATED TO THE SERVICE THE PRACTICE PROVIDES. WE ARE UNABLE TO ASSIST WITH ANY ISSUES THAT CONCERN YOUR EXPERIENCES WITH THE LOCAL HOSPITALS, ISSUES WITH THE OUT OF HOURS SERVICE, OR A LOCAL PHARMACY ETC.
COMPLIMENTS
We try hard to provide you with a friendly and efficient service at all times. If you feel that some aspect of our service deserves praise, then Adrienne Adams would be very pleased to hear about it.
