Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

Making a complaint

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 who will arrange for your concerns to be addressed appropriately. Our full complaints policy and a complaints form is available on request from reception.

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;

NHS England
PO Box 16738
B97 9PT

0300 311 22 33
(Monday to Friday 8am to 6pm, excluding Bank Holidays.)

The Patient Advisory and Liaison Service (PALS) can help you with making your complaint. They can be contacted on:
08000 151 548
01452 566698

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

The Health Service Ombudsman has published a booklet that describes the ‘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.

0345 015 4033 
Parliamentary & Health Service Ombudsman
Millbank Tower