PRIORSLEGH MEDICAL CENTRE

Civic Centre, (Off) Park Lane, Poynton, Cheshire, SK12 1GP Tel: 01625 872299 Fax: 01625 859948

Comments And Suggestions

Our aim at Priorslegh is to provide a high quality health care service, which is delivered in a friendly and efficient manner. Please tell us if you have any constructive comments or suggestions that may help us to improve the way we provide our services.

We also like to receive compliments. If you are particularly pleased with a service you have received, please let us know.

COMPLAINTS

If you are unhappy with any aspect of the care or service you receive, please discuss it at the time with the person concerned. It is often possible to resolve a problem quickly and easily at the time it occurs. If you wish to make a formal complaint please follow the Practice Complaints Procedure, or write to the Executive Manager.

COMPLAINTS PROCEDURE FOR PATIENTS 

At Priorslegh Medical Centre we strive to prove a service, which meets the highest expectations of all our patients. However, there may be occasions when you feel that we have failed to achieve our aims. We ask you to draw our attention to this, so we can address the problem, and hopefully reach an amicable and satisfactory conclusion for all parties involved.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria. 

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If you are unhappy with their response ask to speak to their Manager. If your problem cannot be sorted out in this way and you wish to make a complaint, it would be mutually beneficial if you could let us know as soon as possible – within a few days or at the most a few weeks – because this will enable us to establish the facts more easily. If it is not possible to do that, please let us have details of your complaint :

• Within 6 months of the incident that caused the problem;

OR

• With 6 months of discovering that you have a problem, providing this is within 12 months of the incident.

Written complaints should be addressed to Mrs Julia Oldham, Executive Manager, or any of the doctors. Alternatively, you may ask for an appointment with Mrs Oldham to discuss your concerns. She will explain the complaints procedure to you and will ensure your concerns are dealt with promptly. It will be helpful if you are specific about your complaint.

What we will do

• We will acknowledge your complaint within two working days

and aim to

• have investigated your complaint within ten working days of the date you raised it with us.
   

• We should then be in a position to offer you an explanation, or a meeting with the people involved.

When we investigate your complaint, we aim to:

• Find out what happened and what went wrong
   

• Facilitate discussions of the problem between you and the others involved, if you would like that.
   

• Ensure you receive an apology, where this is appropriate
   

• Identify what we can do to minimise the chances of the problem happening again.
   

Making a complaint on behalf of someone else

Please note that the practice adheres strictly to the rules of patient confidentiality. If you are making a complaint on behalf of someone else, we have to be sure that you have his or her permission to do so. A signed note of authority from the person concerned (or their parent or legal guardian) must be given to the practice in order for us to proceed with the complaint.

Complaining to the Primary Care Trust

We hope that if you have a problem, you will tell us about it. We believe this will give us the best chance of putting right whatever has gone wrong, and give us an opportunity to improve our services. However this does not affect your right to approach the Primary Care Trust, if you feel you cannot raise your complaint with us OR you are dissatisfied with the result of our investigation.

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