In the unlikely circumstance that you feel you have not been completely satisfied with your health care provided by the surgery then we would ask that you telephone the surgery to speak to the Practice Manager who will be able to assist you in your concern.

Formal Complaints
If you wish to make a formal complaint then you can collect a complaints form from Reception

The aims of the complaints policy are:

• To allow Marple Cottage Surgery to resolve any matters which arise at an early stage by an appropriate explanation or apology.
• To ensure that you are satisfied that your complaint, and/or suggestion, has been dealt with fairly, seriously and promptly and between practice/GP and patient.
• Assist in improving communication within the practice and between practice/GP and patient.
• Form part of a wider quality initiative.
  

Acknowledgement & Resolution Of Complaints
All complaints received will be acknowledged in writing within two working days. Complaints will be fully investigated within 10 working days. If this cannot be achieved, the patient will be given regular information on progress and the reason for the delay.

Monitoring Of Complaints Received
At Marple Cottage Surgery we have a system in place for recording and monitoring complaints and the action that has been taken. All written complaints are recorded into this system. The nature of the complaint, outcome and the method by which it was dealt with are noted. This information is retained electronically on our practice computer system. We then can analyse the information in order to assess any areas of the service where patient complaints have been most frequent.

The practice will conduct an annual review at the start of the financial year of all complaints up to the new financial year.

Please note: All patient complaint records are kept separate from medical records.