Complaints and Comments

The partners at Bridport Medical Centre are always looking for ways to improve the services offered to patients. To do this effectively, the practice needs to know what you think about the services you receive. We welcome constructive feedback - tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

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. 

 

Practice complaints procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

 

How to complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Amanda Murphy (Deputy Manager) or Eilish Davoren (Practice Manager) who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

 If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

  •  within 12 months of the incident that caused the problem

    OR

  • within 12 months from when the complaint comes to your notice

The practice will acknowledge your complaint within three working days.

The practice will discuss the complaint with you, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

When the practice looks into your complaint it aims to:

  • ascertain the full circumstances of the complaint
  • make arrangements 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 the practice can do to make sure the problem does not happen again
 

Complaining on behalf of someone else

Please note that Bridport Medical Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

 

Recommended sources of advice/support re complaints and complaining to other authorities

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