Our aim at Irnham Lodge Surgery is to give everyone who attends our practice the best possible service in a safe, caring environment.
We recognise that there may be occasions when patients and their families will feel that this level of quality has not been delivered by us and a complaint may need to be raised.
Patients will not be treated differently for making a complaint and instead we value the opportunity to learn from our mistakes.
Irnham Lodge Surgery is committed to the following approach to complaints:
- Providing an apology for mistakes
- A no blame culture in which staff can comfortably raise and discuss problems
- An environment in which mistakes can be transferred into learning which can be shared with our team
Feedback is welcomed in all circumstances, whether a minor improvement to our services or an issue of a more serious nature, we will seek to resolve all situations in as efficient and effective a way as possible whilst maintaining a good doctor/patient relationship at all times.
Should you wish to raise any issue please contact our Practice Manager, Janet Hewlett on 0300 303 8282. She will be happy to meet with you to discuss your thoughts and if necessary will arrange for you to also meet with a GP.
Full details of our complaints procedure is available in our leaflet Practice Complaints Procedure which is also available from the surgery.
Our full Complaints Policy can be viewed here
Click here to view the Ombudsman's guidance on how to raise concerns or complaints about a GP practice.