Patient Feedback
As an improving practice we are always open to constructive suggestions as to how we can improve the service we offer to you. The Doctor may not be able to talk to you about it during a medical examination session, as this would be taking up valuable time that should be used to treat patients. However, we have several methods that you can use to give your ideas or opinions.
Concerns/Complaints
At High Pastures, we regularly review the way we provide services that are offered to our patients. To do this effectively, we need to know your views about the Practice.
We want to know what you think we do well, where we have not met your needs, and encourage you to put forward any ideas and suggestions you may have to improve the service.
If you have a complaint about any aspect of the Practice, please let us know as soon as possible.
In the first instance, please discuss your concern(s) with a member of staff. Where the issue cannot be resolved immediately, please contact the Practice Manager who will try to resolve the issue and offer you further advice.
If you wish to make a formal complaint, please do this as soon as possible in writing. This will enable us to get a clear picture of the circumstances of the complaint.
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
In the event the patient is deceased then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
Where the patient is incapable of providing consent due to illness or mental capacity it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your email or letter.
What you can expect
- You will receive help to understand the process
- You will be treated with respect and politeness
- You will receive an acknowledgement within 3 working days
- We will establish the full circumstances of your complaint and see what happened and why
- You will receive a suitable reply without unnecessary delay
- You will be offered an apology, where this is appropriate
- We will identify what we could do to prevent the problem occurring again and see if there are any lessons to be learnt
April 2023