The designated person to administer the complaints procedure is the Practice Manager, or if absent the partner. If clinical knowledge is required to deal with the complaint or if the complaint concerns the practice manager, Dr Evans will administer the procedure.
Both the person who complains and the member of staff who is complained about should receive assurance that, even within the practice, only those who need to know will learn of the complaint. Equally, patients should be assured that personal information about them will not be shared with anyone outside the practice unless they have given express permission for this to happen.
The Practice Manager will send a written acknowledgment of the complaint within 2 working days.
The Practice Manager will investigate the complaint fully, arranging a meeting with those involved, if appropriate. They will then send a response to the person complaining within a timely manner.