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Complaints Procedure

We do our best to work to high standards of care.

Occasionally things may go wrong and misunderstandings may arise. If this happens we would like to be able to find out what the problem is and if possible solve it and improve the way we work in the future.

If you do find cause for complaint, we would ask that you put it in writing to the Practice Manager so that we may deal with it appropriately. Please indicate your preference for contact.

You can contact the practice online. This form should not be used for medical or clinical emergencies including urgent medication enquiries or request.

The inbox is monitored by non-clinical administrative colleagues Monday-Friday between 8-6pm only. 

How to raise concerns about a General Practice

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Raise your concerns verbally

Before making a complaint, you could raise your concerns verbally with either the GP or practice manager.

This could get your problem sorted out by the end of the following day.

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Make a formal complaint

If the concern you raised cannot be sorted out by the end of the following day, then you can make a formal complaint to the practice.

Or if you don’t want to complain to the practice, you can raise the issue with NHS England instead. Visit NHS England for information on making a complaint to NHS England

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Parliamentary and Health Service Ombudsman

If you have had a final response from either the practice or NHS England, and you feel like your issue still hasn’t been resolved, you can ask the Parliamentary and Health Service Ombudsman to look into your complaint.

Call 0345 015 4033 or visit the Ombudsman website for more information. 

 

Top five tips for making a complaint to your GP practice

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Make your complaint clear

What happened? When did it happen? How has it affected you?

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Decide what you would like to achieve

How would you like things to be put right? Perhaps, you want an apology, a meeting to discuss the problem or for action to be taken to stop the same mistake from happening again.

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Complain as soon as you can

It's best to complain as soon as possible while the events are still fresh in your mind.

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Keep a note of anyone involved in your complaint

Write down the names and positions of the people involved in, and dealing with your complaint. Make sure you keep copies of any emails or letters you get; you may need to refer to them in the future.

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Ask for help

If you need support on putting your complaint together, you can contact your local advocacy provider. Your local Healthwatch can provide support and information. Find your local Healthwatch.