COMPLAINTS & COMMENTS
We aim to provide a high quality service to our patients, however 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 which meets national criteria, a leaflet is available from reception. Should you complain we may need to provide your medical information to insurers or legal advisers.
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. This will make it easier to establish what happened.
Your complaint should be addressed to:-
Dearne Valley Group Practice
Holly Bush Drive
Alternatively, you are welcome to make an appointment with a manager to discuss your concerns and we will guide you through the procedure and make sure that your complaint is dealt with promptly. It will be helpful if you are as specific as possible about your complaint. Again, please write to the Practice Manager requesting an appointment and you will be contacted following receipt of your letter.
What We Will Do
We will acknowledge your complaint within three working days and will investigate your complaint at our monthly practice meeting. We will then be in a position to offer you an explanation or, if you so wish, a meeting with the people involved. When we look into your complaint we 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 that you receive an apology, where this is appropriate.
Identify what we can do to ensure 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.
Comments and Suggestions
We welcome constructive feedback about our service so we can continually improve patients' experience. If you, or a member of your family, have a suggestion or comment to make, please address these to the Practice Manager.