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If you have a
concern or complaint about the service you receive please let us know.
We operate a Practice Complaints Procedure.
HOW TO
COMPLAIN
You can complain verbally, in person or by telephone, by letter or
e-mail.
Letters should be addressed to our Practice Manager, Mrs Linda Johnston.
E-mails can be sent by clicking on this link:
The Guildhall Surgery Practice Manager
VERBAL
COMPLAINTS
Verbal complaints are dealt with informally and do not automatically
go through the official Complaints Procedure. If you are unhappy
about the way something was dealt with on your visit to the practice, ask
to speak to Mrs Linda Johnston and she will see if it can be resolved
informally. She will speak to the persons concerned and, hopefully,
the problem can be resolved. If she is unavailable, please leave a
contact number and she will get back to you. If this is
unsatisfactory in any way, you can still send us a written complaint that
will, then, go through the official Complaints Procedure.
WRITTEN
COMPLAINTS
Please address your written complaints to Mrs Linda Johnston. We
aim to acknowledge your complaint within two working days. A
meeting will be offered to discuss the issues. If your complaint
concerns a member of staff, a doctor or an administrative error, Mrs
Johnston will investigate and liaise with you. Appropriate action will
be taken following the complaint and a letter advising you of the action,
or an apology, will be sent within ten days.
COMPLAINING ON BEHALF OF SOMEONE ELSE
If you are complaining on behalf of another person about a clinical
matter we need to know
that you have their permission to do so. A note signed by the person
concerned will be needed. Consent, however, is not needed if the
complaint is on behalf of a child, someone who has died or someone who is
unable to give consent. Please note that we keep strictly to the
rules of medical confidentiality.
COMPLAINTS ABOUT THE OUT-OF-HOURS SERVICE
If you need to make a complaint about NHS Suffolk Out of Hours Service,
please write to:
Harmoni
Building 1
Croxley Green Business Park
Watford
Hertfordshire WD18 8YA
You can telephone them on: 0203 402 1008 (between 9 am and 5 pm),
or email them at:
mailto:patientservices@harmoni.co.uk
NHS Suffolk (PCT) is responsible for medical care out-of-hours.
They can be contacted by phoning 01473 770000 during normal working hours.
WHAT TO
DO IF YOU ARE DISSATISFIED WITH THE PROCEDURE
We hope you will use our practice complaints procedure in the first
instance. We believe this gives the best chance of putting right
whatever has gone wrong and gives us the best opportunity of improving
the practice. If you feel you cannot raise the complaint with us, or
you are dissatisfied with the result of our investigation, you can write
to the:
The Complaints Manager
Suffok Primary Care Trust (PCT)
Rushbrook House
Paper Mill Lane
Bramford
Ipswich IP8 4DE
The PCT also operates a Patient Advice and Liaison Service (PALS) which
can often help resolve any problems before they become formal complaints.
To speak to a PALS officer telephone 0800 389 6819.
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