If you have a concern or complaint …

We do our best to provide good clinical care and good service for all our patients. If you are not satisfied with your experience at Fernville we would like you to tell us.

We are happy to deal with concerns informally, if this is what you prefer. Please speak to a member of our Reception Team, or ask to see our Patient Services Manager. We will always try to put things right if we can.

If you would like to make a formal complaint, you may write to me at the Surgery. If you don’t wish to write, you may make a complaint verbally to any member of the Practice. Please say that you want to make a formal complaint, explain the problem as clearly as you can and, if possible, tell us what you would like us to do.

I will investigate your complaint and respond promptly by letter. I will also be happy to discuss the response with you, if you wish. If you are not satisfied with our response, you can refer your complaint to the Health Service Ombudsman.

Our process is compliant with the Department of Health National Complaints Procedure and we hold regular reviews of complaints within the Practice. In this way complaints help us to improve the service we provide.

Of course, we are also delighted to hear when you are pleased with our care for you.

… please tell us.

Mark Jones
Managing Partner
23 October 2009