Suggestions & Complaints
Comments, Concerns and Compliments.
Praze and Connor Downs Surgeries welcome comments, compliments, concerns and complaints. We always aim to provide the best care we can. However, we know that sometimes things can go wrong. When this happens we believe that it is often most effective to sort problems out quickly and informally. Please talk to any member of staff if you have a problem or concern. If you need impartial help or advice in resolving a problem the Patient Advice and Liaison Service (PALS) can help you.
The NHS Complaints Procedure is a more formal way of resolving a concern. We want to assure people that they can make a complaint without fear of their care being affected. We believe it is important to understand why things go wrong so that we can prevent such things happening again.
There are two stages to the Complaints Procedure. The first stage is called 'Local Resolution' This is where we work with you to resolve your complaint. If after this you feel your complaint to be still unresolved you can progress to the second stage by approaching the Parliamentary and Health Service Ombudsman for an 'Independent Review'
If you want to make a formal complaint, please contact the Complaints Manager, Mrs Anne Craig. You can do this in writing (including email), by telephone or in person.
In line with the rest of the NHS we have a Zero Tolerance Policy towards violent or aggressive patients. Aggression includes verbal aggression or threatening behaviour. Any patient behaving in an aggressive or threatening manner towards any member of the practice team, other patients or visitors will receive a letter detailing the behaviour and warning they may be removed from the practice list.
An act of violence by a patient to a member of the practice team, another patient or visitor or damage to practice property will result in the police being called, removal of the patient from the premises, possible criminal proceedings and immediate removal from the practice list.