Complaints Procedure

We make every effort to give the best service possible to everyone who attends our practice.

However we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.


The Procedure

If you have a complaint or concern about the service you have received from a doctor or any member of staff working at Denton Medical Practice, please let us know by using the contact form.

We would wish for the matter to be settled quickly and amicably, as is possible.

Written information is also available from the reception.

complaints procedure

We will acknowledge the complaint within two weeks.

We are continually striving to improve our service.

We operate a Practice Complaints Procedure as part of the NHS system, which meets the national criteria. If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter.

If the complaint is regarding a deceased patient, the practice will proceed with an investigation.

You need to make your complaint as soon as possible, but ideally within six months of the incident that caused the problem or within six months of discovering that you have a problem. This will enable us to gather all the information whilst still fresh.

We invite you to give us feedback on areas where you feel we are performing well or maybe not so well. This can be done via the practice website online contact form or handed in writing at the practice reception desk.

We aim to sort out most problems easily and quickly and often at the time that they arise. If your problem cannot be sorted immediately and you wish to make a complaint, we would like you to let us know in writing as soon as possible.

All complaints should be addressed to the Practice Manager (Lindsey Hadfield) here at the Practice, who will ensure that your complaint is dealt with promptly.


What to Expect

We will acknowledge your complaint within two weeks of receipt. We aim to have looked into the matter within four weeks, although this will be determined by the complexity of the complaint and access to those involved. It is our intention then to be in a position to offer you a response or a meeting with the people involved.

If there is to be a delay in responding, for instance due to staff absences or a third party not directly employed by the practice, we will keep you updated of the progress of your complaint.
When we look into your complaint we will aim to:

  • Investigate the problem with all members of staff concerned
  • Notify you of the outcome of the investigation with a satisfactory explanation
  • Identify the problem with a view to improving the service we offer to our patients

You can seek independent advice from NHS Complaints Advocacy

We hope that you will use the Denton Medical Practice Complaints Procedure so that we are able to resolve the problem and have the opportunity to improve our service to you. 

If you are not entirely satisfied with the outcome, you have the right to approach the Health Service Ombudsman


Practice Manager - Lindsey White