Complaint Procedure

Have a concern?

At Manor Oak Surgery we take pride in our duty of care and hope that you have a positive experience when using our services. However, in the instance that you have a complaint or concern about the service you have received from the doctors or any of the staff working at Manor Oak, please don’t hesitate to let us know. Although we hope that most problems can be resolved at the time they arise, there may be complaints which require further investigation; If you have a problem please follow our practice complaints procedure below. We believe this will give us the best opportunity to rectify problems that may arise.

How to raise a complaint

Complaints should be addressed via our Practice Manager, Sue Trenchard. Complaints can be made by Post, Email, In person or by Phone. Contact information can be found on the Contact Us page. The Practice Manager will explain the complaints procedure to you, as well as answer any questions you may have about the process. She will ensure your concerns are dealt with promptly.

What shall we do

As far as possible, we will try to resolve your complaint within one working day. If this should not be possible we will acknowledge your complaint and investigate your concerns.
When we look into your complaint we shall aim to:

• Find out what happened.
• Provide you with an explanation and where appropriate an apology
• Identify what we can do to stop the issue reoccurring

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we require written evidence that you have the patients permission. This will need to be signed by the patient.
What happens If you are not happy with our response
In some cases it can be beneficial for the complaint to be discussed with an advocate from the NHS Advocacy Service. Alternatively the Health Service Ombudsman can be contacted. Manor Oak Surgery will provide you with details of both services as part of the complaints procedure.

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