Practice Charter
Overview...

It is the policy of this practice to treat all patients equally and with respect. We aim to give a caring and efficient service.

You may see any of the doctors or nurses, subject to availability of appointments.

To enable you to receive the best possible service there needs to be co-operation and understanding between us.
Comments & Complaints

Here at the University Medical Centre we aim to provide a happy, friendly medical practice. We know that life is not perfect and we know sometimes we fail in our hopes. If you are not happy with any aspect of our service we want to know.

We have an in-house complaints procedure. If you have any complaints about the services we offer then please contact Lizzie Doman, the practice manager.

There is also a suggestion box in the main waiting area for you to use if you wish to submit any comments, feedback etc.

Please note that we have to respect patient confidentiality, therefore if you are complaining on behalf of another person, their written consent is required.

We will try to deal with your concerns, give you an explanation and discuss any action that may be needed. We hope that you will feel we have dealt with the matter satisfactorily.

However, this does not affect your right to complain to...

NHS B&NES TRUST HEADQUARTERS
St Martin's Hospital
Clara Cross Lane
Bath
BA2 5RP

Tel: 01225 831500

You will be able to take up your concerns with PALS (the Patient Advice and Liaison Service) which is a subsidiary of the Primary Care Trust.

Call PALS on 01225 831717.