Patient/patients are asked that in the event of any complaint, to speak or write to Dr Peckham.
Patient/patients who require further advice regarding a complaint will be directed to an independent advocate.
The complaints procedure is designed to make sure that any complaints are settled as quickly as possible.
We shall acknowledge complaints within 2 working days and aim to have considered the complaint within 20 days of the date when it was raised.
We shall offer an explanation, or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.
When we consider a complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for the complainant to discuss the problem with those concerned
- Make sure the complainant receives an apology where appropriate
- Identify what we can do to make sure the problem doesn’t happen again
At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing.
If you are complaining on behalf of someone else, we have to respect their confidentiality and will ask for their written consent to discuss with a third party.
A record of all complaints is logged and complaints are reviewed annually. Information in this record is kept for 5 years.