At Holderness Health we make every effort to ensure we give the best service possible to everyone who accesses our services.
We are aware that sometimes things can go wrong resulting in the patient feeling they have a genuine concern. If this is the case you are entitled to ask for an explanation and we would wish for the matter to be settled as quickly and as amicably as possible.
We follow a structured process when dealing with concerns. This procedure does not deal with matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.
Your concern should be addressed to the Complaints Manager at the practice you are registered at. They will ensure that it is investigated thoroughly and as speedily as possible. If providing a written complaint causes you any difficulty, for example due to disability, the Complaints Manager would be prepared to discuss your complaint either on the telephone or in person at a mutually convenient time.
Please note that we keep strictly to the rules of medical confidentiality and we cannot provide confidential information without appropriate authority if you are not the person in question.