Complaints

In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered. We strive to deliver high-quality patient care at all times and in all areas of contact with the patient or patient’s representative, but we appreciate that there are times when we may fail to meet patient expectations.

The Practice Complaints Procedure is aimed at quick resolution of problems. This procedure enables the patient (or the person complaining on the patient’s behalf with the patient’s written consent) to fully articulate the issues or concerns in writing, which in turn enables the Practice to thoroughly and efficiently investigate and respond. To make a complaint, please read how to make a complaint.

As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied.

After your complaint is submitted, you will receive an acknowledgment within 3 working days from receipt of the complaint by the Practice.

Any complaint you make will be investigated and you will receive a written response from the Practice as to the outcomes of the investigations and, where appropriate, the steps taken to ensure the situation does not reoccur.

We aim to reply within 10 working days, depending on the nature of the complaint and the investigation that needs to be carried out. Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.

If considered appropriate by all parties, you may be invited to a telephone or video call to discuss the matter with the Assistant Practice Manager and, where appropriate, one or more of the Doctors.

If you prefer, you may address your complaint to NHS England or the Parliamentary and Health Service Ombudsman (PHSO). You can also contact independent conciliation/advocacy services should you prefer.

Please refer to the Practice’s Complaints Leaflet for further information.