SUGGESTIONS AND COMPLAINTS
We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements.
Grove House Surgery has a patient group. If you have a suggestion, you may wish to post it in the patient group box in reception which is cleared weekly. Alternatively, if you would prefer to discuss your issue, please ask to speak to the Practice Manager.
We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service you have received from the doctors or any of the staff working at Grove House Surgery please let us know.
We hope that most problems can be sorted out quickly and satisfactorily, preferably at the time they arise and with the person concerned.
If your problem cannot be resolved on the spot and you wish to make a complaint, we would ask you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks. Please see our Complaint Form (Word document) or current Complaints Procedure (Word document). You may write a letter to the Practice Manager or ring and ask to speak to one of them if you would prefer, you do not have to use the complaints form. You may make a complaint on behalf of a third party but only if you obtain their signed consent. If you wish to do this, please see our third party authorisation form (Word document). All forms and the procedure leaflet are also available in the surgery.
Complaints should be addressed to the Practice Managers, or to your doctor. Alternatively, you may prefer to ask for an appointment with a Practice Manager to discuss your concerns. She will explain the complaints procedure to you and will make sure that any matter raised is dealt with promptly and sympathetically. It will be a great help if you are as specific as possible about your complaint in terms of what happened when and who was involved.