Complaints
We endeavour to provide the best possible service at all times, but there may be times when you feel this has not happened. Should you have any concerns about the service you have received, we hope that these can be resolved quickly by informal discussion with the person concerned.
However, if you feel unable to deal with the matter in this way, we offer a more formal complaints procedure. Our Practice Manager, Gaynor Cole, is the Complaints Officer, who can be contacted either by phone or in writing:
- Gaynor Cole, Practice Manager
- Spa Medical Centre
- Snowberry Lane
- Melksham
- Wiltshire
- SN12 6UN
Any communication will be treated confidentially – allowing for the need to investigate any complaint or comment further.
We believe it is important to deal with complaints swiftly and will acknowledge your complaint within 5 working days. We then aim to have looked into your complaint within 15 working days of the date that you raised it with us. We shall then be in a position to offer you an explanation, or arrange a meeting with the people involved.
Occasionally the process may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to any meeting that may be arranged. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
Alternatively, you can contact the Patient Advise and Liaison service, PALS at:
- Wiltshire NHS
- Southgate House
- Pans Lane
- Devizes
- SN10 5EQ
Or telephone them on 0800 389 7671 PALS staff listen to concerns, suggestions, queries and positive comments and can help resolve problems quickly. They can also provide comprehensive information on a whole range of NHS services.
