Suggestions, Comments, and Complaints

We welcome all comments on the services provided by the practice. If you would like to give feedback to the practice, pleaseĀ complete our Feedback form.

We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.

If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily.

If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

You should address your complaint in writing to the practice manager. They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so.

An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A complaints form and a third party consent form are available from reception.

What we will do

We will acknowledge your complaint within three working days and aim to have fully investigated within 10 working days of the date it was received.

If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish.

  • When we look into your complaint, we will:
  • Investigate the circumstances
  • Make it possible for you to discuss the problem with those concerned
  • Make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigations.
In order to take your complaint further please see the details for NHS England and The Parliamentary and Health Service Ombudsman.

If you are dissatisfied with the outcome

You have the right to approach the Health Service Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033
Website: www.ombudsman.org.uk

You may also approach NHS England for help or advice:

NHS England
PO Box 16738
Redditch
B97 9PT
Telephone: 0300 311 22 33