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Practice Policies & Complaints

pad_and_penSuggestions & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Making a complaint

If you are unhappy with any aspect of your care you can make a complaint verbally or in writing to either the clinician involved, to your own doctor or to the Complaints Manager Mr Mike Farmer.  All complaints are taken seriously and will be dealt with honestly and openly in a timely way.

Written complaints will be acknowledged within 3 days of receipt and responded to fully within 21 days.  If you are unhappy with the response following our investigations you can either discuss it further in the practice or refer it to the Patient Advice and Liaison Service (PALS) on 0800 389 7671 (Free phone) or the Health Service Ombudsman.  A link to the PALS website can be found via the Patient Advice tab.


Further written information is available, just ask the receptionist for a copy of our complaints procedure.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated. Please hand your written suggestions to a receptionist.

Data Protection

Pewsey Surgery complies with the requirements of the Data Protection Act with regard to all information held about you, who has access to it and how it is used. Patients have a right to see their medical records on request.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

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