How to make a Complaint
Our aim is to give you the highest possible standard of care.
The team appreciate knowing when things have gone well, but we also need to know when things could have been better.
Formal Complaint Procedure
Should you wish to make a formal complaint then please submit this, signed by the patient – in writing addressed to:
Mrs Victoria Johnson (was Allen) – Practice Manager
Aire Valley Surgery,
Rawdon Branch,
11 New Road Side,
Rawdon,
LS19 6DD
Our complaints leaflet can be found below.
What we do when we do receive a Complaint
- The practice aims to acknowledge all complaints within 3 days.
- A written response will be issued in due course, once the investigation has been concluded. The timescale ofcourse is depending on how complex the case is, the availability of the staff involved and how many records there are to be reviewed. If the response is not yet ready at 30 days, we shall notify the complainant of how much longer is expected.
- We make sure they are properly investigated and will give you a full explanation to your concerns.
- We take any corrective actions required and also make sure the individuals involved and the wider team learn from the experience so that any mistakes are not repeated and that any misunderstandings are cleared up.