Comments, Complaints and Suggestions
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.
Mrs Jackie Porter, our Practice Manager, will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to Jackie Porter - Practice Manager.
In writing – some complaints may be easier to explain in writing - please give as much information as can, then send your complaint to the practice for the attention of the Practice Manager, as soon as possible.
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 28 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we shall aim to:
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology, where appropriate
- Identify what we can do to make sure the problem does not happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However if you do not wish to approach the Practice regarding your complaint – you can contact NHS England:
Post: NHS England, PO Box 16738, Redditch B97 9PT
Email firstname.lastname@example.org marked ‘For the attention of the Complaints Manager’ in the subject line.
By telephone 0300 311 22 33 (Monday to Friday 8am - 6pm, excluding English Bank Holidays)
Information may be shared with the Commissioning Support Unit – if you do not wish for your information to be shared –please inform NHS England at the time of your complaint.
If you remain unhappy after your complaint investigation and response, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:
SW1P 4 QP
Tel 0845 015 4033
The Independent Complaints Advocacy Service (Tel: 0300 456 2370) provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide.
Help us get it right
We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.