Complaints Procedure

We offer a Practice Complaints Procedure to deal with comments, suggestions and complaints about the service we provide, our aim is to give the highest possible standard of service and we try to deal with any problems quickly and efficiently.

Complaints can be made to the Practice Manager either verbally, in writing or by email and we will aim to investigate and respond to your complaint within an agreed time frame. Further detail about our Complaints procedure can be found in our 'Compliments, Comments and Complaints' leaflet which can accessed from reception.

If you do not wish to complain directly to the practice, you can contact our commissioning body at:

NHS England, PO Box 16738, Redditch, B97 9PT

However, we would ask where possible complaints are directed to the Practice Manager so that they can be dealt with promptly and any necessary actions can be taken to improve our service.

Zero Tolerance of Violent or Aggressive Behaviour

Surgery staff deserve the right to do their jobs without being verbally or physically abused.  Most of out patients respect this right and we thank you for being one of them.  Types of behaviour that will not be tolerated include the following:

  • Loud or intrusive conversation or shouting.
  • Threatening or abusive language involving excessive swearing or offensive remarks.
  • Derogatory remarks of any kind, including comments regarding race, religion, gender, sexuality.
  • Malicious allegations relating to members of staff, other patients or visitors.
  • Threats or threatening behaviour.
  • Physical violence.

The Caxton Surgery has a duty to provide a safe and secure environment.  Violent or abusive behaviour will not be tolerated and decisive action will be taken to protect staff, patients and visitors.

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