Patient Complaints

Practice Complaints Procedure

Our priority is ensuring you, as our patient, receive the best possible service at all times. However if you feel that this has not been achieved then we are keen to hear from you. We hope that most problems can be sorted out easily and swiftly at the time they arise and with the person concerned. If your problem cannot be rectified in this way and you would like to make a complaint then please let us know as soon as possible to establish the facts. In any event your complaint should be;

Within 12 months of the incident that caused the problem

Within 12 months of discovering that you have a problem, provided this is within 12 months of the incident.

All complaints should be addressed to Mrs Vanessa Corbishley, Business Manager or to any of the GP’s. Alternatively you may wish to make an appointment with Mrs Corbishley to discuss your concerns. Your concerns will be discussed and dealt with appropriately. Your complaint will be acknowledged within 5 working days and an investigation will be undertaken. We will ensure you receive a written response within 10 working days. If more appropriate you will be invited to attend a meeting with the people involved. You may bring a chaperone with you. The chaperone must have written consent by the patient

When investigating your complaint our objectives will be to;

  • Discover what happened and what went wrong
  • Make it possible for you to discuss the problem/concerns
  • Examine practice procedures and if appropriate make changes to prevent further problems
  • You will receive a final letter with the investigation outcome

Taking It Further

We believe and hope the complaints procedure would enable us to sort out the concerns between ourselves and the patient . However if you feel unhappy about the outcome then you have a right to contact

The Patient and Liaison Service (PALS) who can help resolve any problems before they become a formal complaint. To speak to the PALD officer for patient advice , at Westmorland General Hospital, please telephone: 01539 795497 or Cumberland Infirmary PALS on 01228 814008

Or you have the right to contact;

The Parliamentary and Health Service Ombudsman
Millbank Tower

Tel: 0345 015 4033

We are currently working on reduced GP cover. Please be assured that we will do our very best to take care of your needs during this difficult time. However, could we please ask you to be aware that wait times may be slightly longer than usual so please bear with us.