Stonegate Medical Complaints Procedure
Our practice is committed to providing high quality, safe, and effective services and we aim to treat patients with compassion and respect at all times. We recognise that sometimes, however, patients may experience a problem and may wish to make a complaint.
A full copy of the complaints procedure is available from Reception.
A complaint can be made by a patient or their representative within 12 months of the issue, unless exceptional circumstances exist.
A complaint can be made:
- Verbally to a member of staff or by phone
- By email to info@stonegatemedical.co.uk.
- By letter to the Complaints Manager: Dr Will Robertson, 23 Stonegate, York. YO1 8AW
We will acknowledge your complaint within 3 working days, and a full investigation and response will be made within 20 working days.
You may also contact:
- Citizens Advice Service (www.citizensadvice.org.uk)
- Patients Association (www.patients-association.org.uk/helpline)
- Care Quality Commission (CQC) Tel: 03000 616 161 Email: enquiries@cqc.org.uk
If patients are dissatisfied with the outcome of an internal complaints investigation the complaint can be escalated to the
Independent Doctors Federation Patient Complaints Procedure (idrf.co.uk)