Comments & Complaints
At Gnosall Surgery we aim to provide patients with a high quality service.
We would love to hear from you regarding any positive experiences you have had with the practice.
Equally if you have any comments on how we can improve the services we provide, or if you have a concern or complaint with any aspect of our care, the following outlines our complaints process:
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please ask to speak to Thereza Forrester Head of Patient Services or her deputy Sharron Evans Head of Support Services. They will try to resolve the issue and offer you further advice on the complaints procedure.
If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days and preferably in writing. This will enable the practice to get a clear picture of the circumstances surrounding the complaint. If it is not possible to raise your complaint immediately, please let us have the details of your complaint within the following timescales:
Within 6 months of the incident that caused the problem
or within 6 months of discovering that you have a problem, provided this is within 12 months.
The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with a member of staff. When the practice looks into your complaint it aims to:
Ascertain the full circumstances of the complaint
Make arrangements for you to discuss the problem, if you would like this
Make sure you receive and apology, where this is appropriate
Identify what the practice can do to make sure the problem does not happen again.