We pride ourselves as a practice in providing healthcare at the highest standards, but there may be times when you feel this has not happened. The practice has a formal complaints procedure which will allow us to investigate and, if necessary, correct any problems that you have identified, or mistakes that have been made.
Please note that we must respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
Every patient has the right to make a complaint about the treatment or care they have received at Willows Health. We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
We are hopeful that most issues raised can be resolved swiftly and effectively at a local level. Please speak to a member of staff if you have a complaint; all our staff are trained to handle complaints effectively.
If your concern cannot be resolved as above, and you wish to make a formal complaint, please do not hesitate to put your complaint in writing marked for the attention of your Practice Manager, or the Complaints Department.
We thank you for your feedback, and for giving us the opportunity to reflect on the services that we provide to our patients.