Complaints Procedure

We always try to give you the best service. Occasionally, problems do arise and we would like the opportunity to put them right. If, at any time, you feel dissatisfied and would like to comment on how we can improve our services, please let us know.

We operate an in-house complaints procedure to deal with your complaints, this is known as 'Local Resolution'. If you wish to make a complaint, please phone or write to our Practice Manager, Mr Avi Joshi who will take details of your complaint and explain the complaint procedure to you. A written acknowledgement will be sent to you within 2 days of your complaint.

A full investigation will be made including all the individuals concerned and you will be offered a meeting with the respective team member to discuss the matter. You may bring a relative or friend with you to this meeting. After discussion with you, we will respond to your complaint in writing within 2 weeks; please note that this may take longer if we have to make a number of enquiries but we will keep you informed.

We will try to address your concerns fully, provide you with an explanation and indicate any action that maybe needed. Please note that we must respect our duty of confidentiality to patients and if a complaint is not made by that patient in person, the patient's written consent will be necessary. We hope that at the end of the meeting you will you will feel that we have dealt with the matter thoroughly and to your satisfaction. However, if this is not so, there are the following services available to advise and support you.

ICAS

The Independant Complaints Advisory Service (ICAS) is able to give you advice and support and they maybe contacted on 0845 456 1082. Website: www.dh.gov.uk

PALS

Patient Advice & Liaison Service (PALS) at Dacorum Primary Care Trust, tel: 01923 711 596 is another advisory body who will assist you with the complaints procedure.

Healthcare Commission

The Healthcare Commission is an independant body who are responsible for the second stage of the NHS complaints procedure. If you feel your complaint has not been resolved to your satisfaction, you have the right to request the Healthcare Commission to review your case. This should be done within 2 months of the Local Resolution stage. Their details are:

Healthcare Commission, Freepost NAT 18958, Complaints Investigation Team, Manchester M1 9XZ

Tel:0845 601 3012. Website: www.healthcarecommission.org.uk

If the Healthcare Commission is unable to conclude matters to your satisfaction, cases can be referred to the Ombudsman at:

Office of the Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

Tel: 0845 015 4033. Website: www.ombudsman.org.uk