Contact the practice

How to make a complaint

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily. If this is not possible, we need to have details of your complaint within twelve months of the incident and/or of you becoming aware that you have a problem.

The Complaints Manager (Operations Manager, Charlotte Norris) will retain the discretion to investigate complaints brought later, if there are good reasons for the delay and it is possible to carry out an investigation.

If you wish to make a complaint please complete our Complaint Form and send it into the practice. It helps us in our investigation if you can give us as much detail as possible.

Alternatively, you may ask to speak with the Operations Manager in order to discuss your concerns. The complaints procedure will be explained to you, and we will make sure that your concerns are dealt with promptly.

Operations Manager, Langport Surgery, North Street, Langport, Somerset, TA10 9RH
Tel: 01458 250464

What we will do

We will acknowledge your complaint within three working days and start our investigation. Once our investigation is complete, we will then be in a position to offer you an explanation or a meeting with the people involved. When we investigate your complaint, we will aim to:

•  Find out what happened and what went wrong
•  Make it possible for you to discuss the problem with those concerned if you  would like this
•  Make sure you receive an apology where this is appropriate
•  Identify what we can do to make sure there is no reoccurrence.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have their permission to do so. Our complaint form allows the patient to sign and give consent for us to carry out an investigation, unless they are incapable (because of illness) and unable to provide this.

Complaining to The Parliamentary and Health Service Ombudsman

We hope that if you have a problem you will use our practice complaints procedure detailed above, however if you are not satisfied with the outcome of your complaint, you can contact The Parliamentary and Health Service Ombudsman:

The Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
Email: phso.enquiries@ombudsman.org.uk
Ombudsman website
Tel: 0345 015 4033

You can contact Swan Advocacy for help and support with your complaint:

Swan Advocacy, Hi Point, Thomas Street, Taunton, TA2 6HB
Email: somerset@swanadvocacy.org.uk
Swan Advocacy website
Tel: 03333 447928