We welcome any constructive comments and suggestions you may have.
We offer a Practice Complaints Procedure that complies with the National Health Service (Complaints) Regulations that came into force in July 2004.  This attempts to deal with any problems you may have with our service.  Details of this are as below:

Who can complain?

• A patient
• Any person who is or may be affected by the action, omission or decision of the practice

(If the complaint cannot be made by the individual because the person has died, is a child or is unable by reason of physical or mental incapacity a representative may make the complaint).

The complaint

Any complaint, ideally, should be put in writing to the Practice Manager or your Doctor.

Time Limits

The complaint must be made within 6 months of the incident or 6 months since the matter
came to the notice of the complainant.

Acknowledgement of the Complaint

Written complaints will be acknowledged by the Practice Manager, or a representative in her absence, within 2 working days.

Investigation

The Practice Manager will investigate the complaint to the extent necessary to resolve it speedily and efficiently.  Conciliation, mediation or other assistance may be used in where the complainant agrees

Response

The Practice Manager will respond to the complainant in writing within 20 working days or as soon as is reasonably practical of receiving the complaint.

PALS = Patient Advice and Liaison Service

Is a NHS service for patients and carers, family and friend, offering help and advice.  The Patient Advice and Liaison Service focuses on improving the service to NHS patients.

PALS aims are to:

• advice and support patients, and their families and carers
• provide information on NHS services
• listen to concerns, suggestions and queries
• help sort out problems quickly on your behalf

When should you contact PALS?
If you have any questions, concerns, suggestions or compliments about the NHS service you receive, speak to a member as staff as soon as possible.  If you then feel they cannot or have not helped you completely, then contact PALS.

How do I contact PALS?

Telephone: 0800 389 7671 – 24 hours freephone (answerphone)

or email – pals@kennetandnwilts-pct.nhs.uk

or fill in a form available from the surgery.