Feedback and Complaints

If you have any feedback or concerns about the service you have received from doctors or any of the personnel working in this practice, please let us know. We have a practice complaint procedure as part of an NHS complaints system, which meets the national criteria.

How To Complain

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 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.

Your complaint will be dealt with by the practice manager. The practice manager will make sure that your concerns are dealt with 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. 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.

What We Will Do

We will acknowledge your complaint within 7 working days and aim to have fully investigated it within 25 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 appropriate response, and take steps to address any issues that arise as a result of the investigation.

You will receive a final letter setting out the result of any practice investigations

Complaining To NHS England

By post to:

NHS England
PO Box 16738
B97 9PT

By email to: [email protected]

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Taking It Further

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Complaints Helpline: 0345 015 4033