Suggestions and Complaints

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 contact the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Complaints

Practice based complaints 

Please raise your complaint as soon as you can, whilst you remember the details clearly. The quickest way is to raise it with the team if not contact the Practice Manager. The Practice Manager will acknowledge your complaint and make early contact with you (within three working days) to discuss the way forward. The discussion can be face-to-face but need not be depending on what is most convenient for all concerned.

Your complaint will be investigated and a response made to you within 25 workings days.

 
If it involves a third party

If your complaint is about a hospital or other organisations we will aim to provide you with a co-ordinated response covering all aspects of your complaint. Where a complaint is solely about a third party, we may seek your agreement to pass the complaint onto them.

 
Complaints can be made by patients either on their own behalf or by a representative (with their consent)

Once investigated and concluded a letter will be sent to you setting out how we investigated your complaint as well as details of the actions taken or to be taken as a result. We hope that your complaint will be resolved at this stage, but if not we may invite you to discuss what else might be done. 

 
If you have a complaint or concern that you cannot be resolved locally with your practice please contact:

NHS Commissioning Board
PO Box 16738, Redditch, B97 9PT.
Telephone: 0300 311 2233
Email: nhscommissioningboard@hscic.gov.uk 

 

SEAP
SEAP are an Independent Advocacy Service who are available to support you and represent your views when making a complaint. They can accompany you to meetings to discuss your complaint and provide support or an interpreter. 

SEAP, 7th floor Cavendish House, Breeds Place, Hastings TN34 3AA.
Telephone: 0330 440 9000
Email: info@seap.org.uk

 

Parliamentary and Health Service Ombudman
Millbank Tower, Millbank, London, SW1P 4QP.
Telephone: 0345 0154033
Email: phso.enqires@ombudsman.org.uk 

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