Your compliments, complaints and comments about the service(s) that we provide, the service that you received and the way you were treated as a patient are extremely important to us.
All this information helps us to understand when things work well, so we can make sure examples of good practice are followed across other services. They also alert us early to any problems, so we can act quickly if things go wrong, or when standards fall short of what you expect.
We try to offer Patients the best possible service, however, if you are unhappy about anything; please let us know as soon as possible. We have a Practice Complaints Procedure as part of the NHS system for dealing with complaints.
How to complain at a practice level:-
We hope that most problems can be sorted 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:-
a. verbally in person
b. verbally over the telephone
c. by e-mail
d. by letter
Complaints should be made within six months of the event that gave rise to the complaint, or within six months of the complainant becoming aware of it. Where a person could not reasonably have complained within this timescale, the practice will consider the complaint anyway.
What we will do:-
We shall acknowledge receipt of your complaint within three working days and 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 this is appropriate.
• Identify what we can do to make sure the problem does not happen again.
• Write to you on completion of a complaint investigation explaining how it has been resolved, what appropriate action has been taken and advising you of your right to take the matter to the Health Services Ombudsman if you are still unhappy.
If you wish to complain 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 their permission to do so. Please ensure our complaints form is signed to authorise that we can disclose to them (only in so far as is necessary to answer the complaint) confidential information about you, unless you/they are incapable (because of illness) in providing this.
Use this guide below to find out which is the best contact for you.
If you wish to complain outside of the practice about GP services please contact:
NHS England Customer Contact Centre using the following details:
By phone – 0300 311 22 33 (Monday to Friday, 8am to 6pm, except Bank Holidays)
By email – firstname.lastname@example.org
By post – NHS England, PO Box 16738, Redditch, B97 9PT
You can also raise your queries or concerns with the independent patient’s champion in the following ways:
By phone – 0800 206 1304 or 0151 920 0726 extension 240
By email – email@example.com
By post – 3rd Floor, Suite 3B, North Wing, Burlington House, Crosby Road North, Waterloo, L22 0LG
Complaining to the Parliamentary and Health Services Ombudsman:-
We hope that if you have a problem, you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice.
If you remain unhappy after local resolution and independent review then you can complain to the Parliamentary and Health Service Ombudsman. The ombudsman is completely independent of the NHS and Government. You can contact the ombudsman:–
• via telephone on: 0345 015 4033
• via email: firstname.lastname@example.org
• website: www.ombudsman.org.uk
• Or via post:
Parliamentary and Health Service Ombudsman