Ten Week Wait for a Reply to Complaints
I made three complaints about admin' issues (not about the reception staff - I have alway found them helpful). The letter was hand delivered on 16 October 2024. According to Practice's Complaint Procedure, a complaint should be acknowledged within a week. I heard nothing and rang to enquire on December 2nd. I gave details and was told the Patient Services Manager was not available but would call me. As nothing happened, I wrote to the senior partner on 9 December. I then received a reply to my complaints from the Practice Manager in letter dated 6 December. It is a shame this experience does not match my clinical care at the practice. The matters I complained of were the practice's wihtdrawal of email contact by patients with the surgery and an experience of using Engage Consult, the platform used to replace direct email contact.
