Premier Medical Centre aims to provide a high-quality, responsive and caring service.
In order to ensure this we need to take account of the views and wishes of those we are here to serve. We welcome every opportunity to monitor and improve our service and having a “complaints and compliments” policy and a clear procedure for resolving complaints is one way of doing this.
Compliments
We are always delighted to hear from patients, family members and visitors who have been satisfied with our service. These messages are an encouragement to all groups of staff who contribute to the care of our patients.
If you have an idea or suggestion that you feel could further improve our services we would like to hear from you.
You can write to the Practice Manager: nhsnwl.PremierMedicalCentre@nhs.net
You can also post your comments online. Please click here.
Complaints Procedure
WHAT SHOULD YOU DO
If you have a complaint or feedback, please send us an email at nhsnwl.premiermedicalcentre@nhs.net with ‘Patient complaint’ in the subject and your name, date of birth, address and nature of the complaint clearly mentioned.
All complaints should be addressed to the Practice Manager who will ensure that your complaint is dealt with promptly.
Alternatively, you can hand in a written complaint in a sealed envelope addressed to the Practice Manager to a member of the reception team.
You could also post your complaints to us, addressed to The Practice Manager.
WHAT NOT TO DO
Become violent or abusive to our members of staff or other patients. We have a zero-tolerance policy for violence and disorderly behaviour.
Threaten the reception staff and demand to speak to the Practice Manager immediately. Though we fully appreciate the fact that your complaint is very important, the manager first needs some time to find out what went wrong and why.
WHAT WE WILL DO
We will acknowledge formal complaints within 2-3 working days.
We will carry out a full investigation which we normally aim to complete within 25 working days. If your complaint is particularly complex, we will contact you to agree an alternative schedule.
If it is appropriate, and you agree, we can arrange for you to meet with the clinician involved in your care and/or the Practice Manager to discuss your concerns.
If you are not satisfied with how we have dealt with your complaint, or if we cannot resolve your complaint, you have the right to appeal to the Parliamentary and Health Service Ombudsman.
