service which we provide is the practice manager.
if a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the practice manager immediately. if the practice manager is not available at the time, then the patient will be informed when they will be able to talk to the practice manager and arrangements will be made for this to happen. the member of staff will take brief details of the complaint and pass them on to the practice manager. if we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss 