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Complaints & Compliments



We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. In the first instance it may be easier to talk to someone at the practice to see if the issue can be resolved.

Please do not hesitate to contact or ask to speak to our Reception Manager or Supervisors or the Business/Practice Manager who will listen to your enquiry or complaint in person and do their best to help you.

If you do wish to make a written complaint we will:

Aim to acknowledge your complaint within three working days and agree a plan with you concerning how it will be handled and the timescale involved.

If appropriate, you will be invited in to discuss your complaint with the Business/Practice Manager and the member of staff or GP/nurse involved. You will be invited to bring a relative, friend or advocate with you to the meeting.

We hope this will resolve the matter and enable us to either learn from our any errors or to explain our actions etc.to your satisfaction.

If you are not satisfied a conciliation meeting may be offered involving NHS England.


See link to the NHS complaints guideline and procedure 

NHS Complaints Guidance

Compliments

Our staff and doctors do their utmost to provide the best clinical and customer services to our patients as possible. Many of our patients are appreciative of this and do provide positive feedback. As in any occupation it is helpful and encouraging to receive positive feedback when you feel that we have done something well. Such feedback can be provided in many ways including the following:

1)By online form - click on the link:

http://www.sunburyhealthcentre.co.uk/contact_dlg1.aspx?p=H81003


2)I Want Great Care NHS website - click on the following link: 

https://www.iwantgreatcare.org/gpsurgeries/sunbury-health-centre/reviews/new

3) By writing to the Practice attention of the Business/Practice Manager.



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