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PALS

Complaints Procedure

We offer a Practice Complaints Procedure to deal with comments, suggestions and complaints about the service we provide. The Practice Manager will give you further information or you can obtain a form from any of the reception staff.

Our aim is to give the highest possible standard of service and we try to deal with any problems quickly and efficiently.


Zero Tolerance of Violent or Aggressive Behaviour

Surgery staff deserve the right to do their jobs without being verbally or physically abused.  Most of out patients respect this right and we thank you for being one of them.  Types of behaviour that will not be tolerated include the following:

  • Loud or intrusive conversation or shouting.
  • Threatening or abusive language involving excessive swearing or offensive remarks.
  • Derogatory remarks of any kind, including comments regarding race, religion, gender, sexuality.
  • Malicious allegations relating to members of staff, other patients or visitors.
  • Threats or threatening behaviour.
  • Physical violence.

The Caxton Surgery has a duty to provide a safe and secure environment.  Violent or abusive behaviour will not be tolerated and decisive action will be taken to protect staff, patients and visitors.