Complaints Procedure

 

We always try to give you the best service possible, but there may be times when you feel this has not happened.

If we fail in achieving our aim, we would like you to tell us. We believe that we can learn from complaints, so please do tell us if you are not happy about any aspect of our service. We think it is important to deal with complaints swiftly, and we aim to do so.

The quickest way to do this is to speak to a member of our Patient Services Team, who will take brief details of your complaint and pass this information on to our Management Team, who will contact you in acknowledgement of your concerns within 72 hours, either by phone, in person, or in writing where possible.

If we feel a meeting will be helpful, you will be invited to meet with us, and you can bring a friend or relative with you if you wish. We will keep you informed if the meeting is likely to be delayed whilst we are investigating. 

You can also put your complaint in writing or collect a complaints form from the practice.

Please address your complaint to:

Practice Manager
The Gables Medical Group
26 St Johns Road
Bedlington
NE22 7DU

We will try to address your concern fully, provide you with an explanation, and discuss any action that may be needed. We hope that you will feel that we have dealt with your complaint thoroughly. However, if you are not satisfied, you will be able to take your complaint further, and we will put you in contact with the people who can help you.

Please note that we have a duty of confidentiality to our patients, so if you are complaining on someone else’s behalf, we will need that person’s permission to discuss their care with you.

We will investigate your complaint thoroughly. We may write to you to let you know the result of our investigations. Where possible, we will respond to you within 10 working days of receiving the complaint.