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 or to submit a suggestion, please email us here. Your Complaint or Suggestion will then be passed to the Complaints Team who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Please raise your complaint as soon as you can, whilst you remember the details clearly. The quickest way is to raise it with Complaints Team via the email above. The Complaints Team will acknowledge your complaint and make early contact with you (within three working days) to discuss the way forward.
Your complaint will be investigated and a response will be made by the Practice Manager to you within 25 workings days.
If it involves a third party
If your complaint is about a hospital or other organizations we will aim to provide you with a coordinated 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: [email protected]
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: [email protected]
Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP.
Telephone: 0345 0154033
Email: [email protected]