Suggestions
We welcome ideas for improving our services. We should be grateful if you would put your suggestions in the box provided in the reception area. We undertake regular surveys to obtain patients’ views and consider how best to implement the results. We believe in the principle of “informed choice” and therefore we will explain fully to patients the advantages and disadvantages of particular drugs or treatments. We will then make a decision in partnership with you as to how to proceed.
We treat all our patients as individuals, respect different cultures and welcome all ethnic groups. Some of our doctors speak other languages such as Gujarati, Hindi and Swahili and would be happy to communicate with you in these languages.
Complaints
We are fortunate that these are very infrequent at our practice. We hope that this reflects the very personal service we offer to all our patients. However there is always room for improvement and we would encourage any suggestions. In case you have a complaint, please contact the Practice Manager and allow us an opportunity to set things right on an informal basis. We have an in house complaints procedure.
Complaints Procedure
We make every effort to give the best service possible to everyone who attends our surgery. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. Complainants have the right not to be discriminated against as the result of making a complaint and to have the outcome fully explained to them. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily. To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.
Who can a formal complaint be made to?
The assistant practice manager Meena Desour can be contacted on 01895 632021 or via email to kemcand.smc@nhs.net
In the event of anyone not wishing to complain to the practice they should be directed to make their complaint to NHSE at:
If neither body helps resolve the issue, you have the right to approach the Ombudsman on 0345 015 4033 and at phso.enquiries@ombudsman.org.uk
The Care Quality Commission is always interested in both issues and outcomes. Details can be forwarded to enquiries@cqc.org.uk though please be aware they are not involved in the resolution process.