We make every effort to give the best service possible to everyone who attends our practice and we welcome your feedback and the opportunity for reflective learning. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.

Making a formal complaint

The NHS Choices website explains the NHS complaints process here. Under the NHS Constitution if you are unhappy with an NHS service and decide to make a complaint, you have the right to have that complaint acknowledged by the organisation receiving the complaint within three working days (this does not include weekends and bank holidays). You also have the right for that complaint to be investigated properly.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately. You may make a complaint in person, by telephone, by e-mail or in writing. It is important to make your complaint as soon as possible. Further written information is available regarding the complaints procedure from the Patient Services Team.

If you are unable to make a complaint yourself, then someone can act on your behalf with your written consent. We can accept complaints from:

  • A person acting on behalf of a child, normally the parent or legal guardian
  • A person acting on behalf of a patient who has died, normally the next of kin
  • Someone who has suffered hardship or injustice as a result of actions of the NHS