Suggestions and Complaints

Formal Complaint

If you have a formal complaint, you can 

• write to the Practice Manager
• submit feedback online

We will make a record of the details of your complaint.

Try and make your complaint as soon as possible after the event & try to give as much detail with dates as you can.

What happens when I make a written complaint?

We will strive to acknowledge your letter or email within three working days of receipt while the matter is investigated.

• We may telephone you in response to your letter or email to clarify any points.
• We may invite you to a meeting to discuss your concerns in person.
• We aim to have completed any investigation of your complaint, and provided a confidential response, within twenty five working days. Where we are not able to achieve this, we will keep you informed of our progress.
• You will not be penalised or discriminated against if you make a complaint. We welcome feedback and wish to know if we have fallen short in our service to patients.
• Complaints are discussed at Practice governance meetings.

What can I do if I am not happy with the response?

• You can Contact the Patient Advice and Liason Service for advice

You can also contact

• Independent Health Complaints Advocacy: Supporting you if you have not had the service you expected from a service provided or paid for by the NHS.
• NHS England
• The Patients Association: they provide advice, health news, signposting to further information and general advice.

If you remain dissatisfied

If you remain dissatisfied, then you also have a right to take your concerns to the Ombudsman

• How to log a complaint with the Ombudsman