Complaints

We will endeavour to give you the best service possible at all times. If, however, you feel this has not been the case and have a complaint or concern, then please let us know. Raising a concern or a complaint will not bias or affect the care you receive.

We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. Please never hesitate to voice your concerns. If your problem cannot be sorted out this way and you wish to make a complaint we would like you to let us know as soon as possible ideally within a matter of days.

How to make a complaint

Complaints should be made in writing and addressed to:

Practice Administrator

Brunswick House Medical Group

Carlisle

CA1 1ED

Alternatively please telephone the surgery on 01228 515808 and ask to speak to the practice administrator who will endeavor to help and guide you through our complaints procedure.

What to expect

We will acknowledge your complaint within two working days and aim to investigate your complaint within ten working days. We would then hope to respond to and resolve your complaint either by providing you with a written explanation, or by arranging a meeting for you with the people involved.

Can I complain on behalf of somebody else?

If you are complaining on behalf of someone else we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this (e.g.due to illness).

What if I am not happy with the outcome of my complaint?

If your complaint remains unresolved having followed the practice complaints procedure you may contact Cumbria Primary Care Trust for further consideration of your complaint. The PCT Complaints Manager can be contacted on 01228 603500.