Suggestions, Comments and Complaints
Making a complaint
We understand that making a complaint can be stressful at times, so we will do our best to sort out any problem as quickly and efficiently as possible. Most problems can be resolved quite easily, often at the time they arise and with the person(s) concerned and we ask you to try this first.
Where you are not able to resolve your complaint in this way and want to make a formal complaint, you should do so as soon as possible after the event, either verbally or in writing to any member of the practice team who will pass this onto the practice manager. This will help us to work out what happened more easily.
Any complaint should be made within 12 months of the incident or within 12 months of discovering the problem, giving as much detailed information as you can.
If you are a registered patient you can make a complaint about your own care. You cannot complain about someone else’s care without their written consent. In the case of a child this will depend upon the circumstances and an older child may still need to give permission to discuss events with you.
What to expect
We will generate a full response as soon as is reasonably possible. We will aim to acknowledge that we’ve received your complaint within 3 working days. Once we have received it, we will try to clarify what’s happened and why to see if there’s anything we can learn from this. After a full investigation you will receive a written response to your complaint as soon as is reasonably possible.
On occasion, you will be invited to attend the surgery to discuss the matter with the practice manager and, where appropriate, one or more of the partners if we think this may help us understand what happened.
Health Service Ombudsman
You also have the right to contact the Parliamentary and Health Service Ombudsman.
You can call their customer helpline on 0345 015 4033 from 08:30 to 17:30, Monday to Friday, except bank holidays. Calls are charged at local or national rates.
Or you can send a text to their ‘call back’ service: 07624 813 005, with your name and mobile number.