Complaints Policy

Complaints Procedure

We want all patients, carers, and representatives to feel able to raise concerns about the care or service they have received.

We follow national NHS complaints standards to ensure all complaints are handled fairly, openly, and in a timely way.

How to Make a Complaint

You can raise a concern or complaint in any of the following ways:

Speak to any staff member or ask for the Patient Services Manager.

In writing; by letter or email.

Via the contact us form on our website:

Please use our online form to send us your feedback

Complaints should normally be made within 12 months, though late complaints may still be considered where possible.

What Happens Next

• Acknowledgement – We will acknowledge your complaint within 3 working days.
• Discussion – We will contact you to agree the key issues and what outcome you are seeking.
• Investigation – A trained staff member will investigate fairly and confidentially.
• Updates – We will keep you informed at agreed intervals.
• Final Response – You will receive a written response explaining the findings and any actions taken.

Confidentiality

All complaints are handled sensitively and stored securely, separate from medical records, in line with UK data protection laws.

Learning and Improvement

We treat complaints as an opportunity to improve our services.

Key themes and learning are reviewed at practice meetings and shared (without personal details) in our Annual Complaints Summary.

Accessibility and Support

We aim to make the complaints process accessible to everyone. Information can be provided in large print or alternative formats, and reasonable adjustments can be made.

Independent advocacy is available through VoiceAbility:

Tel: 0300 303 1660, Website: www.voiceability.org

Take it further

If you were to be dissatisfied with the response from the surgery giving time for them to look into the complaint, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made direct to the address given below:

Parliamentary Health Service Ombudsman
Millbank Tower
30 Millbank
Westminster
London
SW1P 4QP

Tel: 0345 015 4033

Visit the Ombudsman website

However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.