The practice is eager to provide a high quality personal service and we would be happy to hear any suggestions from patients.
If you have a complaint the practice follows the stand complaints procedure described below.
Practice complaint procedure
If you have a complaint or concern about the service you have received from the doctor or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaint, 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 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 whet happened 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
  •  within 6 months of discovering that you have a problem, provided this is within 12 months of tire incident,
Complaints should he addressed to Dr Roger T A Boyle.
Alternatively, you may ask for an appointment with Dr Boyle in order to discuss your concerns. He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.
It will be a great help if you are as specific as possible about your complaint. 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 will those concerned, if you would like this,
  • make sure you receive an apology ,where it is appropriate
  • identify what we can do to wake sure the problem does not 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 health authority
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 buts does not affect your right to approach the local health authority, if you feel you cannot raise your complaint with us or you are dissatisfied will result of the investigation you should contact the Health Authority Complaints Manager Mr W Skelly