Patient Complaints

 

If for any reason you are not happy with the service provided the first thing to do would be to raise your concern with a member of staff or ask to speak to our Practice Manager.If you prefer, you can either write to us or complete a complaints form and send to the Practice Manager who will review as appropriate. Where possible, we aim to respond to you in writing within 10 working days of receipt of the complaint however, some complaints can take longer to investigate depending on the specific details and the number of staff involved, and therefore we will respond within a reasonable timeframe that is at least within 6 months of receipt of the complaint.

If you prefer not to raise your complaint directly with the practice you can choose to take your complaint directly to NHS England. The NHS Complaints procedure states that you can submit a complaint EITHER to the practice OR to NHS England but not both. This is referred to as a first stage local resolution.

If you are not satisfied with the first stage complaint response you can escalate to a second stage directly to the Parliamentary and Health Service Ombudsman.

Parliamentary & Health Service Ombudsman
Tower 30
Millbank
London SW1P 4QP

Phone: 0345 015 4033

If you would like independent advice on how to make a complaint then you can contact the POhWER the NHS Complaints Advocacy service that is free, confidential and independent of the NHS.

 

Patient Complaints Form

Patient Complaints Form (also obtainable from reception).

NHS England

How do I feedback or make a complaint about an NHS service?