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SUGGESTIONS AND COMPLAINTS

We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements.

If you have a suggestion, you may wish to post it in the box in the waiting room which is cleared weekly. Alternatively. if you would prefer to discuss a criticism, please ask to speak to the practice manager.

We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service you have received from the doctors or any of the staff working in College Way Surgery please let us know.

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

If your problem cannot be resolved on the spot and you wish to make a complaint, we would ask you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks. If you are unable to do that please let us have details of your complaint.

  • Within twelve months of the incident which caused the problem.
  • Within twelve months of discovering that you have a problem, provided this is within 12 months of the original incident.

Complaints should be addressed to our practice manager, Judith Kassapian, or to your doctor. Alternatively, you may prefer to ask for an appointment with Judith Kassapian to discuss your concerns. She will explain the complaints procedure to you and will make sure that any matter raised is dealt with promptly and sympathetically. It will be a great help if you are as specific as possible about your complaint.

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