Complaints Procedure

We know we are not perfect. We do our best to get things right, but if you are dissatisfied with any aspect of the service you have recieved we would like to hear from you. We welcome constructive criticism and operate a complaints procedure.

If you have a complaint while you are at the surgery you are invited to discuss this with Maureen Kenny, the Patient Services Administrator or Sally Holland, the Practice Manager, who will make every effort to sort out the issue by way of a simple apology, explanation or remedy.

We hope that most issues can be sorted out quickly and at the time they arise. Ideally the sooner we are aware there is a problem the easier is it to resolve. The sooner we know then the quicker we can discuss it with the staff concerned whilst it is still fresh in everyone's minds.

If you prefer not to voice your complaint, or having done so you are not satisfied with the outcome you are advised to put your complaint in writing to the Practice Manager.

You will receive an acknowledgement of your complaint within two working days of the Practice Manager receiving it, followed by a reply or explanation from the Practice Manager within ten working days. They may ask you if you would like to further discuss the complaint or outcome of the investigation.

If they cannot resolve the complaint they will pass it on to Dr Millner.

If you feel your complaint has not been dealt with appropriately or if you wish to make an anonymous complaint or comment you can contact

Healthwatch Dorset

               Healthwatch Dorset
               Freepost BH1902
               896 Christchurch Road
               Bournemouth BH7 6BR

               Tel: 0300 111 0102

Dorset Advocacy Service

Sometime it can be hard to make a complaint, if you would like assistance in making a complaint the Dorset Advocacy Service is there to help you. They are a free and independent service that supports people who are unhappy with the service the NHS has provided to them. They can be contacted at:

Tel: 0300 343 7000



write to: Dorset Advocacy Service, Unit 13-15, Jubilee Court, Paceycombe Way, Poundbury, DT1 3AE

 NHS England

NHS England oversee the services provided by primary care such as GPs, dentists, opticians, etc. You can make your complaint directly to themif you prefer. They can be contacted:

Tel: 0300 311 2233

The Practice Manager  is responsible for administering the Complaints Procedure and will record and monitor the rate of complaints.




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