Suggestions, Comments and Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide. If you would like to give us any feedback or wish to make a complaint, please complete our Feedback and Complaints triage.

Many of your concerns can hopefully be resolved by giving us your feedback. If you feel your concerns haven’t been met by the practice and you feel you need to complain, then you can do this.

The practice operates a complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

How to Complain

Many complaints can be dealt with at the time they arise, either by speaking with one of the doctors or to the practice manager. Complaints can be made verbally or in writing to the practice manager.

If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If for any reason this cannot be done, you can complain within 12 months of an incident occurring or becoming aware of the problem.

The practice will acknowledge your complaint within 3 working days and throughout the investigation of your complaint, you will be kept informed of the process and associated time lengths where possible.

Complaining to Other Authorities

The practice management team hope that if you have a problem, you will use the practice complaints procedure. However, if you feel you cannot raise your complaint with us, you can contact any of the following bodies:

NHS England

Telephone: 0300 311 2233
Email: England.contactus@nhs.net
Website: www.england.nhs.uk

NHS Complaints Advocacy Services

NHS Complaints Advocacy Services is a national service that supports people who want to make a complaint about their NHS Care or treatment.

Ombudsman

If you are not happy with the response from this practice, you can refer your complaints to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS England.

You can call the Ombudsman’s complaints helpline on 0345 015 4033 or visit www.ombudsman.org.uk or text phone (minicom) 0300 061 4298.

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this practice, then you can contact the Care Quality Commission on 03000 616161, or alternatively visit their website at www.cqc.org.uk.