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Every patient has the right to make a complaint about the treatment or care they have received at Coleridge Medical Centre
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
How to make a complaint
Many complaints can be resolved at local level and without the need for a full investigation and written response.. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints to resolve matters quickly. Our duty manager may also be able to help.
Please write directly to the Complaints Manager, at our postal address or using email: email@example.com
If for any reason you do not want to submit your complaint to the practice, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
PO BOX 16738
A complaint can be made verbally or in writing. A complaints form is available from the foyer or at reception. Additionally, you send a complaint via email to firstname.lastname@example.org
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Complaints Manager will respond to all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide an anticipated timescale regarding the investigation of your complaint.
Coleride Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Coleridge Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
Coleridge Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available with this leaflet or online at www.coleridgemedicalcentre.co.uk.
Coleridge Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.