Suggestions, Comments and Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can sometimes go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is the case, we hope to be able to resolve the matter as quickly, and as amicably, as possible. Please contact the practice if you have any concerns that you would like to discuss.
If you wish to make a formal complaint please put your grievance in writing to our practice manager, Mrs Nicola Wright who will arrange for your concerns to be addressed appropriately. Our full complaints policy and a complaints form is available on request from reception. You can also fill out our online complaints form.
Alternatively, you may ask to speak to the practice manager, assistant practice manager or reception manager, in which case they will try to see you as soon as possible.
You have the right to raise your complaint with the NHS England National Call Centre if you would prefer not to raise it directly with the practice.
Contact details for the Call Centre are;
PO Box 16738
Tel: 0300 311 22 33
(Mon-Fri, 8:00am to 6:00pm, excluding Bank Holidays.)
Other organisations which can help with your complaint include; The Independent Complaints Advocacy Service (ICAS), the Citizens Advice Bureaux and the Care Quality Commission (CQC).
The Health Service Ombudsman
six principles for remedy’ in relation to complaints handling and involves:
- Getting it right.
- Being customer focused.
- Being open and accountable.
- Acting fairly and proportionately.
- Putting things right.
- Seeking continuous improvements.
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.