Comments & Complaints
We always try to give our patients the best possible care, but there may be times when you feel this has not happened. If you are unhappy with the treatment you have received at Melbourne Grove please let us know as soon as possible. We always welcome comments and suggestions for ways of improving our service.

If you want to discuss your concern before you contact the surgery, you can contact the PALS service. As long as they have your permission, a friend or relative, or an advocacy group such as community health councils, Independent Complaints Advocacy Services or Citizens’ Advice Bureau can complain on your behalf.

The first step is to get in touch with the member of staff that is involved in your care as soon as possible. This might be a GP, nurse, receptionist or practice manager. Explain the nature of your complaint and your intended resolution. In many cases, your complaint will be resolvable at this point.

If you are still unhappy for any reason, please speak to or write to the Practice Manager. If you are not satisfied with the outcome, there are further steps which can be taken. We will be happy to advise you on these should the need arise.

Protection and Use of Your Information
We ask for information about yourself so that you can receive the best possible care and treatment. We keep these records, together with details of your previous care, to ensure that your doctor or nurse has accurate and up to date information.

We only use or pass information about you to people who have a genuine need for it, and when it is in your best interest, for example: making a referral to a hospital consultant. If we use information that concerns you, we undertake to remove details that identify you as an individual. Any other transfer of information will only be done with your written consent.

Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information.

If at any time you would more information about how we use your information, you can speak to Concordia Health director, Adam Hurd, at the practice.