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Complaints Procedure



At the Practice we have had to make a number of responsive changes following recent Covid-19 Pandemic.


As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those that need it the most.


As part of this streamlining of administration tasks, the Practice will be changing its complaints procedures, during this period. Any high priority complaints that fall within the following categories will be discussed and any resulting changes to our Practice can be immediately implemented:


        Immediate risks to patients or staff


        Actual harm to patient or “near miss” incident of high severity.


        Urgent safeguarding concerns


        Criminal actions


Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, currently the timeframe for this is uncertain.  We appreciate your understanding at this unprecedented time.

Complaints Procedure


To help us ensure that we provide the best possible service for our patients, Priory Medical Centre runs a practice-based complaints procedure. A leaflet giving information about the procedure can be obtained from reception.

If you need to complain about any aspect of our service please ask to speak to Ms Brogan Purves Practice Manager.

We will endeavour to acknowledge your complaint within two days and investigate it within ten days. You may be invited to attend a meeting with a senior member of the practice and the team member involved in the complaint.

If you are not satisfied with the outcome of our investigation you can contact the Health Authority who will investigate the matter further on your behalf.

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