Acknowledge receipt of a complaint and offer to discuss the matter within three working days.
Deal efficiently with complaints and investigate them properly and appropriately.
Write to you, after investigating your complaint, to explain how it has been resolved, what action has been taken and reminding you of your right to take the matter to the Health Services Ombudsman if you are still unhappy.
Assist you in following the complaints procedure, or provide advice on where you may obtain such assistance.
Ensure there is a designated manager for complaints (at Sett Valley Medical Centre it is the Practice Manager).
Have someone senior who is responsible for both the complaints policy and learning from complaints.
Produce an annual report about complaints that have been received, the issues they raised, and any matters where action has been taken to improve services as a result of those complaints.