We hope that you will be satisfied with the care provided to you by The Grosvenor Practice. However, in the event that you wish to make a complaint, please email complaints@thegrosvenorpractice.co.uk 

Our complaints procedure is designed to ensure that any complaints are dealt with and settled efficiently and satisfactorily.

All complaints should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. Please provide as much detail as you can regarding your complaint, including; dates and times of appointments or conversations and any names of staff involved.

All written complaints will receive a written acknowledgement of their complaint within three (3) working days from one of the Partners, and a written response within twenty one (21) working days. 

When considering a complaint, we will aim to:

1. Find out what happened and what went wrong
2. Offer the complainant the option to discuss things with those concerned
3. Make sure an apology is received where appropriate
4. Identify what can be done to improve our service and ensure the problem does not happen again.

The complainant will be kept informed if there are any delays in the process.

At the end of the investigation, the complaint will be discussed with the complainant in detail, either in person, by telephone, or in writing. 

If you are complaining on behalf of someone else, we have to respect their confidentiality, and we will need to have their written consent in order to discuss any issues with a third party. 

Information relating to any complaints is kept for 5 years. Any complaints received will be addressed and reviewed at Partnership meetings regularly. 

If a resolution cannot be achieved or you remain dissatisfied with the outcome, then you or The Grosvenor Practice may refer the matter to the Independent Sector Complaints Adjudication Service (ISACS). ISACS is an external party which offers an adjudication process aiming to bring about a final resolution for both parties to any dispute.  

ISCAS have a Patient Guide that explains the Independent Adjudication Service for the public. This document is available on the ISCAS website, and a hard copy is sent to complainants upon request.