Informal Verbal Complaints

We would hope that in most instances, problems can be resolved locally by speaking to someone close to the cause of your complaint. You should initially speak to the person in charge at Ward or Department. If after this you are still not satisfied you can instigate a formal complaint by putting your concerns in writing to the Complaints/Claims Manager or verbally to the Complaints and Advice Team.

Formal Written/Verbal Complaints

The Complaints and Advice Team will try to resolve your complaint as soon as possible. Sometimes this may mean contacting other members of staff and obtaining medical records, but care will be taken to ensure that your complaint is dealt with confidentially.

Written complaints will normally be acknowledged within three working days of receipt. You should receive a full written response to your complaint from the Chief Operating Officer within twenty working days but if this is not possible, I will advise you of the reason for any delay.

Complaints about Family Health Service Practitioners (GP's, Dentists, Chemists, Opticians)

Each practice must have its own Complaints Procedure and, wherever possible, this should be used to try to resolve complaints. However, if your complaint cannot be resolved with the Practice, or if you do not want to contact them direct, you can contact the Complaints and Advice Team cannot investigate the complaint, but can act as an or intermediary, to ensure that your complaint is investigated and that you receive a response.

For further details, please click on Family Health Services (GP's, Dentists, Chemists, Opticians)