Cherryvalley Family Practice

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Comments and Complaints

You Matter We Care

We aim to offer a caring, effective and efficient service. We cannot, however, guarantee perfection in view of the complex nature of many of the problems we deal with.

Comments about our service (both positive and negative) are very important and allow us to improve the services we offer.

We believe that most problems can be sorted 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, so that we can establish what happened more easily. If it is not possible to do this, please let us have the details of your complaint:

Within 6 months of the incident that caused the problem.
Within 6 months of discovering the problem.

Address your complaint to the Practice Manager or the doctor. Alternatively ask for an appointment with the Practice Manager or the Doctor to discuss the problem. He/she will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It would be a great help if you can be as specific as possible about the complaint as possible.

What we shall do

We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days from the date you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint we aim to:

Find out what happened and what went wrong.
Enable you to discuss the problem with those concerned.
Ensure you receive an apology where this is appropriate.
Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have 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 Eastern Area Health & Social Services Board

We hope that if you have a problem you will make use of our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong. But this does not affect your right to approach the Board if you feel that you cannot raise your complaint with us or you are dissatisfied with the results of our investigation. You should contact: Complaints Officer, Eastern Health & Social Services Board for further advice. You may also like to contact the Local Health Council.

How can you help us avoid problems

The majority of problems arising between doctors and patients are ones of communication. You can help us avoid these in a number of ways.
If you feel unhappy about anything please say so at the time. We will not take offence and will be happy to try and put matters right immediately.
If you are unsure about any information given to you, either clinical or about medication, please ask for it to be repeated or written down.
If you feel that a member of staff has not dealt with your problems adequately please ask to speak to the supervisor or Practice Manager.
Be prepared to give some clinical details if asking for an urgent appointment or call. The receptionist will be able to help you better if they understand your situation.

If you have worries about clinical problems please ask to speak to a doctor.


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