Comments and Complaints

Abbey House Medical Practice is always looking for ways to improve the services it offers to patients.  We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards.  If you make a complaint, it is our policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to our patients can the Practice continue to build and improve upon the service it offers. Your comments/concerns can be raised with any member of staff or the leaflet can be completed and handed in below. Alternatively, ask to speak to the Management Assistants, who are the Complaints Leads, but please note this may need to be a booked appointment.

Comments and Complaints leaflet

 

Complaints and the Use of Artificial Intelligence (AI)

We would prefer to understand your experience in your own words.  However, we appreciate that some people choose to use AI tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.

Please be aware that AI generated text can sometimes:

• include information that is inaccurate or not relevant;
• use overly formal or legal language;
• make complaints longer or more complex than necessary; or
• make it harder for us to clearly understand your personal experience.

This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.

The most helpful complaints are usually clear and concise, and explain:

• what happened;
• when it happened;
• how it affected you; and
• what you would like us to do to resolve the matter.

A short explanation in your own words is often more helpful than a long or highly formal letter.

If you choose to use AI tools, we recommend that you:

• check the wording carefully to ensure it reflects your own experience;
• remove any information that is inaccurate or not relevant; and
• take care when including sensitive personal information.

Please be aware that some AI tools may store or use information entered into them.

For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful:

Using AI tools to help your complaint

If you need support to make a complaint - for example due to language needs, disability, learning disability, or mental health or communication difficulties - please let us know. We will do our best to support you in a way that works for you.