Complaints Procedure
	Introduction
	Making a complaint will not adversely affect any care and treatment you may be receiving. Information about your complaint will not be filed in your medical records. All complaints are dealt with in the strictest confidence.
	How to Complain
	Wherever possible you should tell someone in the practice or pharmacy if you wish to make a complaint. In many cases it will be possible to sort the problem out straight away. Watlington Medical Centre has its own complaints procedure and all staff will be able to give you details of how to make a complaint.
	What we shall do
	The complaints procedure is designed to identify if something has gone wrong and the reasons why. An investigation will be carried out to make sure:  · That the problem does not happen again. · That the person making the complaint receives an answer to their concerns and an apology where appropriate. · That any necessary changes are made to protocols and procedures. Anyone who is receiving, or has received NHS treatment or services can complain. If you are unable to complain then someone else, such as a relative or friend can complain on your behalf.
	Complaining to the Health Authority
	We hope that, if you have a problem, you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  If for any reason you feel that the practice complaints procedure has not resolved your problem then another step to take is to contact:  PALS - Patient Advice and Liaison Service.  NHS Norfolk PALS can be contacted on:     0800 587 4132 – Office Hours: 9am – 5pm  You can also contact: NHS Norfolk Lakeside 400 Broadland Busines Park Norwich Norfolk NR7 0WG Telephone: 01603 257017/257093  NOVEMBER 2011