|PRACTICE COMPLAINTS PROCEDURE|
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. You can obtain a copy of the Practice Complaints Procedure from the reception. Complaints should be put in writing to Shelley Naylor, Practice Manager.
WHAT WE SHALL DO We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to;· find out what happened and what went wrong;· make it possible 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 we can do to make sure the problem doesn’t happen again.
COMPLAINING ON BEHALF OF SOMEONE ELSE Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
COMPLAINING TO THE CCG We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach Wigan Borough Clinical Commissioning Group. They can be written to at NHS Wigan Borough CCG, Wigan Life Centre, College Avenue, Wigan. WN1 1NJ. 01942 482711 or firstname.lastname@example.org