Complaints Procedure

Complaints

If you feel you have a complaint about the service we give or about a member of our staff, please speak to the Senior Receptionist. You can also ask to see the Practice Manager or contact Hartlepool PCT.

The receptionist will take your name, address and phone number. This will be passed on to the Practice Manager.

You will be contacted by letter or telephone within two working days of your complaint. You may be asked to visit the Surgery to talk about your complaint and we may ask you to suggest ways of making our service better.

There is a separate leaflet available from reception if you want to complain about our service.

Compliments on our service may be passed on in the same way

Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure.  It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records, please call our Practice Manager at our main surgery (Grange House Surgery).

Abusive Behaviour

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.  We take seriously any threatening, abusive or violent behaviour against any of our staff or patients.  If a patient is violent or abusive, they will be warned to stop their behaviour.  If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.