Compliments & Complaints

How to make a compliment or 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.

Compliments

We would love to know when we’ve done something well. At the Practice we are proud of what we do and if you feel that we have done something well, please leave a review on the NHS Choices website:

https://www.nhs.uk/services/gp-surgery/aire-valley-surgery/B86051/leave-a-review

Complaints

Formal complaint procedure

Should you wish to make a formal complaint then please submit this, signed by the patient – in writing addressed to:

Miss Victoria Allen – Practice Manager, Aire Valley Surgery – Rawdon Branch, 11 New Road Side, Rawdon, LS19 6DD.

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.