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Comments & Complaints

We constantly strive to give you the highest possible standard of service and we welcome suggestions, compliments and complaints. If, for any reason, you are not happy with our service, please tell us. We try to deal swiftly and effectively with any problems that may occur. Our practice manager can give you further information if necessary.

We offer an informal in-house complaints procedure. We hope you will use it to allow us to look into and, if necessary, put right any problems you identify or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Dorset CCG (NHS Dorset Clinical Commissioning Group) if you so wish.
This does not deal with questions of legal liability or compensation in law.

How to make your complaint

You can either telephone or write to our practice manager, Mrs Philippa Cannings, who will take the details of your complaint and discuss how best to proceed with the investigations. If you prefer, you can obtain a complaints form from reception, which tells you what to do (or download the Patient Complaint Form.doc). Your complaint will be acknowledged within two working days.

Complaining on someone else's behalf

Please note that if the complaint is not made by a patient in person then the patient’s signed consent will be necessary. Details are on the complaints form. If the complaint requires consideration of the patient’s medical records, the Practice Manager will notify the patient, or the person acting on their behalf. The patient’s signed consent will also be necessary if the investigation is to involve disclosure of information contained in the records to a person other than the patient e.g. Solicitor.

We are committed to dealing with complaints swiftly

You will normally be offered to take part in a meeting within seven working days. Occasionally, if we have to make a lot of enquiries, it may take a little longer, but we will keep you informed. You may bring a friend or relative with you to the meeting. Where possible we will provide you with an explanation and discuss any action that may be needed. We hope that by the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to take your complaint further we will direct you to the appropriate authorities who will be able to help you.

The details of our CCG are:

NHS Dorset Clinical Commissioning Group
Vespasian House - Grould Floor West
Barrack Road
Dorchester
DT1 1TG

Dorset Advocacy Service (whole of Dorset)
Unit 13-15
Jubilee Court
Paceycombe Way
Poundbury
DT1 3AE

Tel: 0300 343 7000
Email: nhscomplaints@dorsetadvocacy.co.uk
Website:
http://www.dorsetadvocacy.co.uk/page54.html

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