Our aim is to provide you with the highest possible standard of service and we try to deal swiftly with any problems that may occur. To help us achieve this we offer a Practice Complaints Procedure to deal with comments, suggestions and complaints about the services we provide.
Our Practice procedure can only deal with complaints against members of the Practice, it cannot deal with complaints against the NHS or local authorities and their staff, nor is it able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that you feel have been made.
If you use this procedure it will not affect your right to complain to The Health Care Commission (HCC) if you wish. Please note that we have a duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint, please telephone or write to our Practice Manager at:
Fairfield Park Health Centre
Bath BA1 6EA
The Practice Manager will take full details of your complaint, explain what action will be taken to investigate your complaint and discuss with you how you would like to be informed of the outcome of that investigation.
We think that it is important to deal with complaints swiftly so we will normally seek to resolve your complaint within seven days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed of progress.
If you wish to discuss your complaint in person, the Practice Manager will arrange a convenient time for you to come to the Practice for a formal meeting. The Practice manager may ask another member of the Practice staff, e.g. a Doctor, to attend this meeting. If your complaint is about a specific member of staff, that member of staff will not attend this meeting. You may bring a friend or relative with you to the meeting.
We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that we will be able to resolve any complaint amicably.
If you're still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government. Call 0345 015 4033