Complaints Procedure

Occasionally things do not go as smoothly as we would like.  This is often due to matters beyond our control, such as emergencies.

If you wish to complain about any aspect of the service you have received, please ask for the Practice Manager who will be happy to help.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. Where you are not able to resolve your complaint in this way and wish to make a formal complaint, you should do so, preferably in writing as soon as possible after the event.

[You can download our Complaints Leaflet from our Documents on the left side of this page, which details the Practice Complaints Procedure]

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Dorset Advocacy: 

Help with NHS Complaints is a free and independent service that listens, offers support and representation to people who are unhappy about their experience with the NHS. You may already have started a complaint, or you may just be wondering what to do next; we may be able to help you. Call them on 0300 343 7000 to speak to one of their trained Independent Complaints Information Officers, who can tell you about the options for taking your complaint forward. If you decide that you want to make a formal complaint, they can help you to set it out clearly and effectively.

For more complex complaints they provide Independent Complaints Advocates who offer face to face support. They may attend complaints hearings with you, helping you to prepare and put forward your case.

You can download our Complaints Procedure Policy from our Documents on the left side of this page

Patient Advice and Liaison Service (PALS)

The Patient Advice and Liaison Service is for patients, their relatives, friends, carers and visitors of the local hospitals. PALS provides confidential, free advice and support and is independent to wards and departments in the Hospital Trusts.

Please navigate to this page for more information on what PALS can do:
Patient Advice and Liaison Service

Data Protection

The Practice fully complies with the Data Protection Act 1998. Under the Act patients have a right to be informed whether personal data about them is being processed and have the right of access to the data. Patients can review the data processed and formal applications for access should be made in writing to the Practice Manager.

A fee may be charged for this.

Change of Personal Details

If you change:

    • your name
    • your address
    • your contact details (such as your telephone number or email address)

Please let us know as soon as possible so that we can update our records. If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

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