Suggestions, Comments and Complaints

We welcome your comments and suggestions, your complaints can help us to improve our services. Tell us what we do best, where we don’t meet expectations, or any ideas and suggestions you may have by completing our friends and family test. You can also leave a review using our feedback form.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know by filling out our feedback form.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 25 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However this does not affect your right to approach the parliamentary & health ombudsman. Their contact details are:

The Parliamentary & Health Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP

Website: www.ombudsman.org.uk/make-a-complaint

Email: phso.enquiries@ombudsman.org.uk

Tel: 0345 015 4033

You may also approach healthwatch or the independent health complaints advocacy for help and advice.

Healthwatch can be found at: www.healthwatch.co.uk

IHCA can be contacted at: www.seap.org.uk/nhs-complaints-advocacy

Help us get it right

We constantly try to improve the service we offer.

Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.