We aim to provide high quality care at all times.\u00a0 There may be occasions, however, when you feel this has not happened. If you are unhappy with any aspect of our service please contact Laura Reid, our Practice Business and PCN Manager, by contacting at the surgery in writing:<\/p>\n
Claypath Medical Practice<\/b>
\n26 Gilesgate,
\nDurham
\nDH1 1QW<\/p>\nComplaint procedure<\/h2>\n
We operate an informal in-house complaints procedure.\u00a0 Please note that this does not deal with matters of legal liability or compensation.<\/p>\n
We hope that most problems can be sorted out easily and quickly, often at the time they arise, and with the person concerned.\u00a0 If your problem cannot be sorted out in this way and you wish to make a complaint please let us know as soon as possible.\u00a0 This will enable us to establish what happened more easily.\u00a0 If it is not possible to do this, please let us have details of your complaint:<\/p>\n
The practice adheres to the NHS Complaints Regulations \u2013 making a complaint will not, therefore, affect the treatment and care you receive from the practice.<\/p>\n
Please note that we have to respect our duty of confidentiality to patients.\u00a0 A patient\u2019s consent will, therefore, be necessary if you are complaining on behalf of someone else.<\/p>\n
You can make your complaint:<\/p>\n
a) In person \u2013 by speaking to any member of our staff;<\/p>\n
b) In writing \u2013 some complaints may be easier to explain in writing.<\/p>\n
Claypath Medical Practice<\/b>
\n26 Gilesgate,
\nDurham
\nDH1 1QW<\/p>\nWhat we will do<\/h2>\n
Our complaints procedure is designed to make sure that we investigate and settle any complaints as quickly as possible.<\/p>\n
Your complaint will be acknowledged within\u00a03 working days.<\/p>\n
This will then be arranged for your complaint to be investigated.\u00a0 It is likely that, as a first step, we will contact you directly to ensure the nature of your complaint is fully understood.\u00a0 We will then interview any staff involved, review the situation and inspect relevant documents.<\/p>\n
If appropriate, you will be offered an informal meeting with a senior member of staff to discuss the matter fully.\u00a0 If you wish, you may bring a friend or relative with you to this meeting.\u00a0 We trust at the end of this meeting you will feel satisfied the matter has been resolved.<\/p>\n
We aim to resolve your complaint within 10 working days of the date when you raised it with us. There is, however, no nationally allotted timescale for resolution \u2013 accepting that requirements will differ from case to case.<\/p>\n
If we have to make a lot of enquiries and it is gong to take some time to get back to you with a final response, we will keep you informed.<\/p>\n
If you are not satisfied with the outcome of your complaint you can refer the matter to the Parliamentary and Health Service Ombudsman, who is completely independent of the NHS and government.<\/p>\n
Patient Advice and Liaison Services (PALS)<\/b> are established in every NHS Trust to provide confidential, independent, advice and assistance to help you sort out any concerns you may have about any aspect of NHS care.\u00a0 See North East PALS Team and other points of contact for advice and support regarding queries\/concerns about NHS Services in PALS section of our practice website:<\/p>\n