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Practice Complaints Procedure

If you have a complaint or concern about the service you have received from The Oaks Medical Centre please let us know.  We operate a practice complaints procedure as part of an NHS system for dealing with complaints.  Our complaints system meets national criteria.

How To Complain

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 in writing addressed to the Complaints Manager in one of the following options:

What Shall We Do

We shall acknowledge your complaint within 3 working days, either in writing or verbally and aim to have looked into your complaint within 3 months of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  In some cases if the complaint is more complex it and needs more investigating a complaint response could take up to 6 months and we will try our best to keep you updated when necessary.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong;
  • Make it possible for you to discuss the problem with those concerned, if you would like this;
  • Make sure you receive an apology, where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again.

Complaining on Behalf Of Someone Else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

We hope that, if you have a problem, you will use our Practice Complaints Protocol.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.