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Longford Primary Care Centre

Longford Road

Coventry

CV6 6DR


Phone: 024 7664 6750

Fax: 024 7664 6752

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 Complaints Procedure

We always try to give the best service possible but there may be times when you feel that this has not been the case. If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.



How to Complain


We need to know about the problem AS SOON AS POSSIBLE so that we can look into it for you, provide you with an explanation, and if at all possible put right any deficiency with due apology.


If it is not possible to bring your problem to the attention of the Practice Manager or Doctor straightaway then please write to the Practice Manager. The Practice Manager or Doctor may well contact you for further information as part of their enquiries.



What We Will Do


We believe that it is important to deal with your complaint swiftly, to acknowledge receipt of your complaint within 3 working days and to aim to have looked into your complaint and contacted you again within 25 working days. You will normally be offered the opportunity to discuss matters fully once enquires are completed. An appointment will be arranged, and if you wish, you may bring someone with you.


By the end of the meeting we hope you will feel satisfied that the matter has been dealt with thoroughly and we shall know what steps to take to prevent recurrence. However, if this is not the case and you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The Parliamentary and Health Service Ombudsman is an independent body which can carry out investigations into complaints about unfair or improper actions or poor service by the NHS in England. You can contact them by writing to:


The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London SW1P 4QP


Or phone: 0345 015 4033.  Website: www.ombudsman.org.uk


You are not required to us the Practice Complaints Procedure and you may complain to the PCT directly. The Practice Complaints Procedure is not able to deal with the question of legal liability or compensation.


Please note that we have to respect our duty of confidentiality to patients. If a complaint is not made by a patient in person, then their consent will be necessary before details may be discussed.


We hope that you will never need to complain, but should the need arise we assure you of our sympathetic co-operation.