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We often get cards (and the occasional edible treat!) from grateful patients which we really appreciate.

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Complaints Form

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

How to Complain

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 Managing Partner (you can use the form by clicking the Complaints Form link above). 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 3 working days. If we expect it to take longer to resolve, we will explain the reason. 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.

 

Taking it Further

The Practice Management team hope that if you have a problem you will use the Practice’s Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact NHS England. https://www.england.nhs.uk/contact-us/complaint/

 The contact details for NHS England are:

 Telephone: 0300 311 2233

 Email: england.contactus@nhs.net marked ‘For the attention of the complaints team’ in the subject line.

 Postal address: NHS England, P O Box 16738, Redditch, B97 9PT.

 

If you need help in making a complaint

 The Advocacy People

Tel: 0330 440 9000

www.theadvocacypeople.org.uk

 

 If you are unhappy with the outcome of your complaint

If you are not happy with the response from this Practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) who investigates complaints about the NHS in England.

 Telephone: 0345 015 4033

 Email: phso.enquiries@ombudsman.org.uk

 www.ombudsman.org.uk

 PHSO, Millbank House, Millbank, London, SW1P 4QP

 

We endeavour to offer the best possible care for our patients and are very happy to receive compliments about the care you receive.