Cherrybrook Medical Centre endeavor to give you the best service possible at all times, but there may be occasions when you feel you wish to express dissatisfaction.
We offer an in-house procedure to deal with your concerns. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity of looking into and if necessary correcting, any problems that may have arisen or mistakes that may have been made.
If you wish to make a complaint please contact Trudie Blackburn, our Practice Manager, either directly by telephone on 01803 844566, or by letter or email. She will take full details of your complaint, explain fully how the procedure works, and decide how best to undertake the investigation into your concern.
You will then be offered a meeting with a senior member of staff, normally within 7 working days, to discuss the matter. This slight delay is to enable us to investigate the matter fully. You may bring a friend, relative or representative from the Community Health Council with you to the meeting if you wish.
We hope to address your concerns fully, provide you with an explanation and discuss any action that may be taken.
We trust that at the end of the informal meeting you will feel satisfied the matter has been resolved. However, if this is not possible, we can then suggest avenues of further action with the appropriate authorities.
Using this procedure does not affect your right to make a formal complaint to the Health Authority if you so wish.
If you wish to make a complaint on behalf of someone else, please note that we have to respect our duty of confidentiality to patients, and a patient's written consent will be necessary if a complaint is not made by that patient directly.