Complaints Procedure

Each practice in the NHS has a complaints procedure to try to resolve problems in as informal way as possible. There are more formal procedures for when local resolution has failed, with which the practice co-operates fully.

It is our policy to continuously improve the services we offer. If you have any helpful constructive comments or suggestions that may help us in our aim then there are two ways that we can receive them. Complaints about the service we provide can be made in the same fashion.

We can take your comments or complaints verbally. In this case we would ask you to contact the practice manager, Amanda Poland, who will arrange a convenient time to listen to you and ensure that enough detail is recorded so that an explanation can be provided.

Alternatively, you might prefer to submit your comments or complaint in writing. If so, the matter would initially be dealt with by Amanda Poland, to whom your letter should be addressed at the practice.

Amanda Poland
Parkway Medical Centre
Cropton Way
Coulby Newham
Middlesbrough
TS8 0TL

In either case, we will try to provide you with a timely reply. If you remained unsatisfied by our initial response, we would provide details of the next steps that could be taken.

Though we would prefer to be perfect, it is inevitable that situations will arise that require some explanation. If we are not made aware of your concerns, we are unable to answer your problem, nor improve our service to other patients.

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