Separate complaints from ordinary appointment enquiries

What to change

Make the practice's approved complaints information easy to identify in contact content. Explain where a concern goes without inventing deadlines, outcomes or legal obligations.

A worked example

Illustrative example

A contact page links to how to raise a concern, using calm language and the correct recipient. It separately explains that changing an appointment can still be handled by reception.

How to check the result

A reader can find the relevant process without assuming a general enquiry is the only way to be heard.

A mistake to avoid

Do not promise a particular resolution or silently redefine an approved complaints process while simplifying its wording.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to recordUse the complaint process owner's exact contact route and required information.Explain whether a concern about an independent visiting provider follows that provider's process.Keep practical appointment changes available through their normal route so the two tasks are not confused.

Evidence, open questions and decisionsNext action and responsible role

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