At The Panton Practice we aim to ensure that all our patients are pleased with our service. Sometimes there may be a difference of opinion as to the service you received, or a misunderstanding may have occurred. We welcome constructive criticism or comments on our service.
If you tell us of where problems have arisen, it gives us the chance to put things right in order to improve continually our service. We endeavour to respond to patients' concerns in a caring and sensitive way.
We hope that most problems can be sorted out easily and quickly, often at the time they arise. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. Complaints should be addressed in person or in writing to Mrs Jo Legrave, our Practice Manager, or any of the Doctors. We shall acknowledge your complaint within three workings days in writing. We will investigate your complaint appropriately and speedily and keep you informed as far as is reasonably practicable of the progress of the investigation. You will be dealt with courteously and promptly, so that the matter is resolved as quickly as possible.
At the completion of the investigation we will write to you with the outcomes.
When we investigate your complaint, we shall aim to:
- find out what happened and explain how the complaint has been considered.
- make it possible for you to discuss the problem
- make sure you receive an appropriate apology
- identify what we can do to make sure the problem doesn’t happen again.
If you remain dissatisfied with the response to your complaint you have the right to complain to an alternative body.
The Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service.
Health Service Ombudsman,
Tel: 0345 015 4033 or email firstname.lastname@example.org
Dorset Advocacy Service. A free confidential service that advises and supports people who are complaining about the NHS. The service is independent of the NHS and is currently providing in Dorset, Poole and Bournemouth.
Alternatively you can contact the Dorset Advocacy Service on 0300 343 7000 or write to them at
13-15 Jubilee Court
DT1 3 AE
Tel: 0300 3437000 or email email@example.com
Our Complaints leaflet can be downloaded here (.pdf)