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Compliments and Complaints

Compliments and Complaints Process

Our aim is to provide the highest level of care to our patients. We will always be willing to hear if there is any way in which you think we can improve the service we provide or if you think that we have done something particularly well.

Letters of Appreciation

If you have been happy with the care you have received, please let us know. Letters to the practice manager or individual doctors are very much appreciated.

Suggestions and Comments

If you have any suggestions for making changes or improvements, or comments on the way we provide our services, please complete a “Comments and Suggestions Form” available from reception. Either leave the completed form with the receptionists or put it in our post box at the front door. All comments and suggestions will be reviewed by the Management Team.

Making a Complaint

If you have any complaints or concerns about the service you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be rectified easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be rectified in this way and you wish to make a complaint we would like you to let us know as soon as possible. Complaints should be addressed to the Practice Manager or the Doctors. We will acknowledge your complaint within three working days, either orally or in writing, and aim to have investigated your complaint within ten working days of the date you raised it with us. We will then be in a position to offer you an explanation or a conciliation meeting with representatives of the practice.

When we look at your complaint we will aim to

  • Find out what happened
  • Give you an explanation of how the complaint has been considered
  • Explain the conclusion reached
  • Ensure you receive an apology where this is appropriate
  • Take steps to ensure that the same issue is prevented from reoccurring

Complaining on Behalf of Someone Else

You can also make a complaint on someone else’s behalf (e.g. an elderly relative) if they are unable to do this personally. However, you must have their written permission to do so.

Independent Advocacy Service

You have the right to assistance with any complaint from the Dorset Independent Advocacy Service:

Dorset Advocacy,

13-15 Jubilee Court,

Paceycombe Way,




NHS Complaints Procedure

We hope that if you have a problem you will use our in-house complaints procedure. We believe this will give us the best chance of putting right what has gone wrong and will give us the opportunity to improve our practice

If you feel you cannot raise your complaint with us, you should write to:

NHS Commissioning Board,

PO Box 16738,


B97 9PT

Telephone: 0300 311 2233


Under the NHS complaints procedure, complaints are usually investigated only if they are made within twelve months of the event or within twelve months of you realising that you have something to complain about. However, this twelve month limit does not apply if there were good reasons for not making the complaint within the time limit, or if, despite the delay, it is still possible to investigate matters effectively and fairly.

There are 3 stages to the NHS complaints procedure:

1st Stage – Local resolution by the practice – Shelley Manor Medical Centre

2nd Stage – National Commissioning Board

3rd Stage –

Parliamentary & Health Service Ombudsman,

Millbank Tower,




Telephone: 0345 015 4033



At Shelley Manor Medical Centre we try to ensure that all patients are pleased with their experience of our service and we take complaints very seriously. If you need to complain, you will be dealt with courteously and promptly so that the matter is resolved as quickly as possible

We try to learn from every mistake that we make and endeavour to respond to patients’ concerns in a caring and sensitive way.

Please Note:

Our in-house practice complaints procedure does not deal with matters of legal liability or compensation.


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