Complaints and compliments
We value patients’ feedback – good or bad – to help us provide the best service for all patients.
Our Practice Manager will always be happy to speak to patients either by phone or in person if you are not happy with an aspect of our service so that we can see if we can easily resolve this for you. We are also happy to hear any other comments or suggestions you may have that might help us improve our service, or if you think that you have had a particularly good service from us.
Making a complaint
If you want to make a formal complaint we will consider this using our in-house procedure. Please put your complaint in writing so we can investigate this, give you a full answer and correct any problems that we identify.
Please address your complaint in writing to the Practice Manager, Whitwell Surgery, 60 High Street Whitwell, Hitchin SG4 8AG
The Practice Manager will ensure that your complaint is investigated thoroughly and as speedily as possible. We aim to report back to you within three weeks although, in some cases, more time may be required to provide a full response.
If you are complaining on behalf of another patient, we will need their written consent before we can go any further. We have a duty of confidentiality to patients and cannot provide confidential information without their appropriate authority if you are not the patient in question.
Help with making your complaint
If you need help with making your complaint the Health Complaints Advocacy Service (HCAS) can provide free, impartial and independent information, advocacy and support to members of the public, wishing to make a formal complaint about the National Health Service (NHS).
The HCAS provider for Bedfordshire and Hertfordshire is:
POhWER
Hertlands House
Primett Road
STEVENAGE
Herts SG1 3EE
Tel: 0300 456 2370 (local rate)
Email: pohwer@pohwer.net
Website: www.pohwer.net