Crags Health Care
The Practice Manager will be responsible for handling complaints in accordance with this Complaints policy.
Staff will be aware of the complaints procedure.
A copy of the complaints procedure will be available for patients of Crags Health Care including the practice role and the Health Service Ombudsman.
Patients will be made aware of the assistance available from NHS England PC Box 16738 Redditch B97 9PT Tel 0300 311 2233 should they wish to make a complaint.
Information on the Complaints Procedure will be available in the practice leaflet and on the website.
All complaints will be treated in confidence.
Patients who complain will not face discrimination or be treated with negativity.
Should the complaint investigation require a patient’s medical record to be disclosed to another party the patient or their representative will be informed.
A record of the complaint and all relative correspondence will be kept but not included in the patient’s record.