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Compliments and Complaints

What to do when there is a problem and how to provide feedback to the practice about the services we provide.

The staff at Gillingham Medical Practice are always interested to hear from patients about what they are getting right and what services could be improved.

 You can provide feedback in a number of ways:

  •   Talk to a member of the team
  •   Complete a patient survey (available at reception or on our website)
  •   Complete a Friends & Family questionnaire (available in our waiting rooms or on our website)
  •   Write or speak to the Practice Manager

Feedback where appropriate is regularly shared within the practice team and anonymously with our Patient Participation Group.

If none of the above methods are appropriate for something you would like a specific response about, or if you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. A complaints form can be obtained from reception alternatively please write to the Practice Manager.

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, the written consent of the person concerned will be needed, unless they are incapable (because of illness) of providing this.

When we look into your complaint, we shall aim to:

  •   Find out what happened and what went wrong
  •   Make it possible for you to discuss the problem with those concerned, if you would    like this
  •   Make sure you receive an apology, where this is appropriate
  •   Identify what we can do to make sure the problem does not happen again
  •   Advise you of your right to take your complaint to an alternative body (see below)

We will provide a written response as soon as reasonably practicable after completing the investigation.

If you remain dissatisfied with the response to the complaint you have the right to complain to an alternative body:

Healthwatch

In person: at any Citizens Advice Bureau

By telephone: 0300 111 0102

By post: Healthwatch Dorset, Freepost BH1902, 896 Christchurch Road, Bournemouth, BH7 6BR

By e-mail via the website: www.healthwatchdorset.co.uk

Dorset Advocacy

Dorset Advocacy works to provide relief for people living in Dorset with a learning, physical or mental disability, and those suffering frailty through age, to assist them to protect their rights and gain equality of opportunity.

By Telephone 01305 251033

By email:  enquiries@dorsetadvocacy.co.uk

Parliamentary and Health Service Ombudsman

Customer helpline
0345 015 4033

8:30am - 5:30pm
Monday - Friday

Website: www.ombudsman.org.uk

The Patient Advice and Liaison Service (PALS),

Introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS may be contacted by post, telephone or email.

Customer Services/PALS Co-ordinator
Dorset HealthCare University NHS Foundation Trust
11 Shelley Road
Bournemouth
BH1 4JQ

Tel: 0800 587 4997

Email: pals@dhuft.nhs.uk

Follow the links below for further information alternatively please contact the Practice Manager at either The Barn or Peacemarsh surgeries.

Complaints Leaflet

Complaints Procedure



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