What to do if I have a complaint?
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally on the day. This is because the sooner we know about a problem; the easier it will be for us to establish what happened.
The practice encourages complainants to put their complaints in writing but will always offer to meet you face to face. By putting the complaint in writing, this helps the practice to be assured of understanding the specific issues a patient may wish to raise and also to enables the practice to investigate thoroughly and be able to respond appropriately. Some patients may prefer not to do this and the Human Resources & Administration Manager is always willing to meet with patients if that is the case.
Complaints should be addressed to:
Human Resources & Administration Manager
St Peter Port
We will acknowledge your complaint within three working days and aim to have carried out a thorough investigation within ten working days. We shall then be in a position to offer you an explanation or a meeting with those involved.
Please note that we adhere strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we will need assurance that you have been given permission to do so. A note signed by the person concerned will be needed to authorise us to discuss their details with you.
Please also note that should a patient make a complaint, the practice may need to provide information about the patient, and treatment they have received, to insurers or legal advisers.