Suggestions & Complaints

Want to make a suggestion to the practice?

Your comments and suggestions are important to us, please click on the link adjacent to this text and complete the form to send them to us. Please only use this form for 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. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

Want To Make A Complaint?

How Our Informal Complaints Work

The surgery takes any form of negative feedback or complaint seriously. Patients may want to make us aware of their complaint in a more informal way. They can do this directly by asking to speak to a manager or by emailing the details in and stating ‘Informal Complaint’. The informal process allows patients the chance to highlight what has gone wrong or what part of the service has not met their expectations, but does not require a formal investigation and response by the surgery. We may contact you back informally to get some more information or to find out more details. This can be a quicker process than the Formal Complaint route.

How Our Formal Complaint System Works

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; or
  • Within 12 months of discovering that you have a problem, provided that is within 12 months of the incident.

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 10 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 doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

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.

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. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

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

Patients can also choose to contact Healthwatch for assistance with the complaints procedure

If you would like to look into having an advocate when making a complaint please use the links below to find out more.

Powher - A charity that helps involve people in the decisions made about their care. You can also call their support centre on 0300 456 2370

The Advocacy People - A charity who helps support individuals if they have not had the expected level of care provided by the NHS

Age UK - may have advocates in your local area

Ombudsman Services - You can call their helpline for advice on making your complaint on 0345 015 4033 or you can complain to them about your experience at the surgery and they will help you during the process