Our aim is to provide you with a high standard of care. We are open to any suggestions (good or bad) that you would like to make.

We take any comments seriously and you are free to talk to your doctor or the Practice Manager or other member of staff when regarding any matter which could have been better managed.

Making a Complaint

If you are unhappy with any part of the service or care you have received from your surgery, the Practice Manager would like to hear from you. If you are complaining about someone other than your self in order to comply with our duty of confidentiality, we shall need the patient’s written consent.

The person to speak or write to is Miss Sara Shimali, the Practice Manager for both Peacemarsh Surgery and The Barn Surgery. You may contact her in writing or by phone 01747 824201 or 01747 834330.

Miss Shimali will acknowledge your complaint with 2 working days of receipt.

If your complaint is of a clinical nature, the complaint will be passed to the relevant Doctors where possible to respond. All complaints will be investigated and actions to remedy the situation will be put into action.

All complaints will be treated in the strictest confidence. Where the investigation of the complaint requires consideration of the patient's medical records, we will inform you if the investigation will involve disclosure of information contained in your notes to a person other than the Practice or an employee of the Practice.

The practice will keep a record of all complaints and copies of all correspondence relating to complaints but will be kept separate from your medical records.

When the investigation is complete, the result will be discussed with you in detail. This will normally be within 10 days of your making the complaint, but if we cannot achieve that for any reason, we will contact you within that time to explain the reason for the delay and to let you know how much longer we expect the investigation to take.

After discussing the result of the investigation with you, you will be asked if you are satisfied with our explanation or apology. If you are not you have a right to complain to the local Primary Care Trust based at Forston Clinic 01305 361300.

PALS (Patient Advice and Liaison Service)

If you would prefer to speak to someone not directly involved with the surgery for advice or help, there is an independent organisation to assist you. This is the Patient Advice and Liaison Service (PALS) based at North Dorset Primary Care Trust, Forston Clinic. They can be contacted on 01305 361285.
http://www.northdorset-pct.nhs.uk/main/customerservice/pals/pals.htm

See Also

Gillingham Medical Practice | Online Feedback Form