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. 

Most issues can be resolved without you having to make a formal complaint. Try having an informal chat with your doctor or a member of staff first. A formal complaint takes time and minor issues are resolved quicker if you just speak to a person on sight before they escalate to a real problem. However, if despite everything done doesn’t solve your problem, or even if it does but you would still like to make a formal complaint, Please ask for a complaints form at the  reception.

Whether you decide to complain orally or in writing, try to make your explanations as short and clear as possible.  If you complain in writing, keep a copy of everything you post, and make a note of when you sent it. A consent is to be obtained if complaining on behalf of another person or individual.

You should provide as much information as possible to allow to investigate your complaint, such as:

• your name, contact details and all necessary details
• A clear description of your complaint and any relevant times and dates
• Names and conversation with the people involved
• details of any relevant healthcare providers or services
• any relevant correspondence, if applicable

An Acknowledgement will be sent to the Complainant within 3 working days on receipt of the complaint. Processing a complaint can take a while, and you might be asked to verify some information at a later stage. After investigating the concerns or issues raised in the complaint a response will be sent within the agreed timescale.

If unhappy with the outcome you can contact NHS England via email (england.contactus@nhs.net) ensure you state ‘For the attention of the complaints manager’ in the subject line.

Or you can contact

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

Tel: 0345 015 4033