Crawford Medical Centre

PATIENT COMPLAINT POLICY

Ø     Complaint received.

Ø     If relatively small i.e. waiting time or cost, try to sort out immediately.

Ø     I the patient is still not happy, offer a Crawford complaints form to       complete and give the completed form to the Complaints Officer.

Ø     The staff member involved is to complete an incident report for our records.  This is to be filed in the incident report file in the Complaints Officer’s office.

Ø     The Complaints Officer is to acknowledge the letter of complaint with a phone call, within 2 working days.

Ø     The Complaints Officer is to send a copy of the complaint to the doctor or staff member concerned.

Ø     Doctor to contact their defence union if necessary

Ø     The Doctor to draft a reply to the patient and forward it to the Complaints Officer.

Ø     The patient is to receive a reply to their complaint within ten working days.

The doctor is to act on complaints re consultations, medication and diagnosing, prices

The Complaints Officer is to act on complaints re waiting time, and personnel.

Complaint Form