Complaints Procedure

Complaints

If you have any complaint regarding any aspect of your care at The Thorpe Bay Surgery, whether provided by a doctor, nurse, receptionist or other member of staff, in the first instance, you should discuss any concerns with a doctor or the practice manager. We will make a mutually convenient appointment for you if required. (This may be outside of normal surgery times so that you have sufficient time to discuss issues that you wish to raise). If this is not acceptable to you for any reason, or, if afterwards, you still have concerns, you can forward details in writing to the Practice Manager and initiate a formal complaints procedure. Please write to:

Ms N Barwick
Practice Manager
The Thorpe Bay Surgery
Thorpe Bay
Southend on Sea
Essex, SS1 3HD 

  We will deal with your complaint promptly. Our complaints procedure adheres to national guidelines and details of this are available by contacting the Practice Manager.

If you feel unable to raise your concerns with the practice and would like further advice you can contact PALS (Patient Advice and Liason Service)

 Contact PALS on 01702 224629 or email pals@see-pct.nhs.uk

PALS is available to help when you need advice and have concerns or don't know where to turn.
PALS is a completely confidential service, and can help if you:
- are unhappy with the service you have received but do not necessarily wish to make a formal complaint
- need advice or have concerns but are unsure who to speak to
- would like to be put in touch with voluntary support, advocacy services or need information on other NHS services
- feel the PCT could learn from your experiences of using its services

Patient Responsibilities

In order for us to provide a good service we also require patients to act responsibly by following the procedures below:

• Remember to keep your appointment. If you are unable to attend, please let us know as soon as possible.  
• If more than one patient needs to be seen, make a separate appointment for each. 
• Please remember that a prescription is not always necessary with every consultation. Your doctor will advise you accordingly.
• Please request out-of-hours consultations for emergencies only, this is not a free NHS service, each out of hours visit or contact is paid for by the partners at the practice. Home visits are ONLY for patients who are too ill or immobile to attend the surgery.
• Please be patient with the receptionists. They are doing their best and at busy times are working under a great deal of pressure.
  Look after your own health. Exercise regularly, eat healthily and try not to smoke.