Suggestions, Comments and Complaints

We are happy to listen to ideas and suggestions that will help improve our service.

Writing to the practice manager or filling our online feedback form are possible ways of letting us know how you feel.

Make a Complaint

St Catherine’s Surgery has a practice Complaints Procedure, which has been setup to deal with any comments and complaints about the services we provide.

It is very rare that the practice receives a complaint but occasionally you may feel the need to raise a matter that you are not happy with. Most problems can be sorted out at the time they arise with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint please write to the complaints manager, Lyn Hough.

Please note that patient confidentiality is paramount and we are unable to discuss a patient’s treatment and or condition with anyone other than the patient unless the necessary forms have been completed.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.

Tel: 0345 015 4033


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