Complaints Procedure

How to Complain

We hope most problems can be resolved easily and quickly, often at the time they arise and with the person concerned.

We ask you put your complaint in writing as we then have an audit trail and a clear idea of your concerns so we can address them accurately. This should be addressed to the Practice Manager or any of the GP Partners. You can use the form available at Reception or on our website.

We cannot accept complaints about other organisations (i.e. hospitals) - please kindly refer to these organisations directly

For Hospitals please go to their Patient Advisory Liaison Service (PALS) for further advice. Each hospital and organisation used by the NHS publishes details of how to complain on their websites.

What we shall do

We will acknowledge your complaint within 3 working days and typically respond within 25 working days. Some complaints may take longer to investigate.

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Complaining on behalf of someone else

 If you are complaining on behalf of someone else, we have to know that you have their permission to do so as responding  would generally  be a breach of confidentiality. A note signed by the person concerned will be needed, unless they are unable to do so (ie children, someone without capacity because of illness).

Complaining to NHS England

We hope that if you have a problem, you will use our complaints procedure. We believe that this will give us the best opportunity of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

NHS England

Po Box 16738, Redditch, B97 9PT

Tel: 0300 311 22 33

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