The Palace Gate Practice is committed to providing the highest possible medical care, and to maintaining these standards throughout our service. We therefore welcome your comments and any suggestions to help us improve our service to you.

We also understand that occasionally patients may have concerns or a complaint. If you do, please tell our office manager as soon as possible. We will record your concern or complaint, and you will receive an acknowledgment within two working days. You can then discuss your complaint either on the phone or in person, and we would hope to address your concerns and rectify the situation to everyone’s satisfaction.

If you are not fully satisfied that we have answered your concerns and taken the necessary action, you can put your complaint in writing and use our formal complaints resolution procedure. We follow the requirements set out by the Independent Doctors Federation (IDF) for its members, which include the Independent Sector Complaints Adjudication Service (ISCAS) Code of Practice.