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| INTRODUCTION |
The NHS does all that it can to make sure its patients are treated properly
and promptly. But sometimes things can go wrong. The complaints procedure set
out in this guidance is intended to help individuals who are dissatisfied with
the service or treatment provided to have their concerns dealt with.
The NHS complaints procedure covers the services provided by GPs, general dental
practitioners, opticians, pharmacist and hospital and community health services.
It aims to provide a quick, but thorough, response which answers the concerns
raised promptly. Where possible, this is done by those directly involved in
the care of the individual concerned.
This guidance deals with family health services complaints, ie services provided
by GPs, general dental practitioners, opticians and pharmacists. It should be
read in conjunction with the Directions on the NHS complaints procedure - see
Section 5.