Complaints and feedback

Only use this form for constructive comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form.

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

Informal complaint

You can speak to any member of our reception/admin team in the first instance if you are unhappy with our service. We will try to help the best way we can and look to resolve what has gone wrong as quickly as we can.  

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 you may wish to make a formal complaint.

Making a Formal complaint

Complaints should normally be made within 12 months of an incident or of it coming to your attention. 

This time limit can be extended provided you have a good reasons for not making the complaint sooner and its possible to complete a fair investigation.

This will be a decision taken by the manager in discussion with you.

You can make your complaint verbally, in writing or online/email.  If you make your complaint verbally, a record of your complaint will be made and you'll be provided with a written copy.

If you are complaining on behalf of someone else, include their written consent with your letter (if you're making your complaint in writing) as this will speed up the process.

If the person cannot give consent, for example , if they have died or lack mental capacity or are a child who cannot complain for themselves, you may be abe to complain for them.

What to expect

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint. 

If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent.

There's no set timeframe, and this will depend on the nature of your complaint. 

If, in the end, the response is delayed for any reason, you should be kept informed.

Once your complaint has been investigated, you'll receive a written response.

The response should set out the findings and, where appropriate, provide apologies and information about what's being done as a result of your complaint. 

It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman.

If you're not happy with the outcome

If your problem persists or you're not happy with the way your complaint has been dealt with locally, you can complain to the relevant ombudsman. 

Healthcare

If you've reached the end of the complaints process and are not happy with the final decision, you have the right to bring your complaint to the Parliamentary and Health Service Ombudsman to look at. 

The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England.  This organisation if independent of the NHS.

For more information call the their helpline on 0345 015 4033 or visit the Parliamentary and Health Service Ombudsman Website.

To pursue a complaint please complete this form and the practice manager will deal with your concerns appropriately.

Your review must be about a specific experience and not a general view of the NHS or the service as a whole.

The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice.