We endeavour to give you the best service possible at all times, but there may be times when you have a complaint or concern about the service you have received from the doctors or staff working here, and you are entitled to ask for an explanation.

We operate an in-house complaints procedure to deal with our complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to look into and, if necessary correct any problems that may have arisen. The Practice Manager will always be happy to speak to patients either by phone or in person. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

Please note, we have to respect our duty of confidentiality to patients, and patient’s consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question.

Your complaint should be addressed in writing to the Practice Manager, who will ensure that it 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 in order to provide a full response.

Complaining to the NHS

We hope that if you do have a complaint you will use our practice complaint procedure. We believe this will give us the best chance of resolving the issue satisfactorily and provide an opportunity for us to improve our practice. However, this does not affect your right to approach NHS England if you feel that you cannot raise the complaint directly with us or if you are dissatisfied with the result of our investigation.

As part of the management of complaints in NHS England, your information may be shared with the Commissioning Support Units. If consent is required you will be contacted direct by NHS England.

For further advice contact NHS England:

Telephone: 0300 311 2233 (Monday to Friday 08:00 – 18:00, excluding English Bank Holidays)

Online: NHS England – Contact Us

Post: NHS England, PO Box 16738, Redditch, B97 9PT