• Patients have a right to express their dissatisfaction with the services they receive and practices must have a procedure in place for dealing with complaints. If a complainant is unhappy with the practice’s response, he or she has the right to take his or her complaint to the relevant Ombudsman. NHS Complaints Policy

  • Complaints must usually be made within 12 months of an incident occurring and should be resolved promptly by the practice wherever possible. Time Limit for Complaints

  • One of the partners must be designated as the “responsible person” for handling complaints; there should also be a complaints manager. Managing the Complaints Process

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