We always try to provide the best service possible but there may be times when you feel this is not the case.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the staff member involved. If your problem cannot be resolved in this way and you wish to make a complaint please let us know as soon as possible – ideally within a matter of days or a few weeks. This will enable us to establish and investigate what happened more efficiently.
We will investigate a complaint if it is made within 12 months of the date on which the matter occurred or within 12 months of the date on which the matter came to the notice of the complainant. However, we will make every attempt to investigate a complaint after this time limit if it is still possible to do so effectively and fairly.
The practice manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to the practice manager
In writing – some complaints may be easier to explain in writing - please give as much information as you can. Please send your complaint to The Lawns Surgery for the attention of the practice manager as soon as possible.
Complaining On Behalf Of Someone Else
Please note that, for confidentiality reasons, if you make a complaint on behalf of someone else (other than a parent/guardian on behalf of a child) we are unable to advise you of the outcome of our investigations without the written consent of the patient concerned (unless they are incapable of providing this e.g. due to their illness).
For full details of our Complaints Procedure, please ask at reception for a copy of our leaflet “Comments, Complaints and Suggestions”.
Independent Health Complaints Advocacy Service (IHCAS)
This is a free and independent service provided to you to give Patients' peace of mind that there is Advocacy support available to you should you need it when considering making a complaint. Contact details are as follows:
Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS)
Telephone: 0300 012 0122
Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW