Feedback & Complaints
We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.
If you would like to make a complaint, we ask that you do so in writing. This can be done by completing and returning a comment form that can be collected from our reception team or by completing the online feedback form found on our website. This can be found by searching the word 'complaint' in the search tool and selecting the 'your complaint' option. Please note, this form can be used for both comments and complaints so if you would like to make an official complaint please ensure you state this on the form.
Alternatively, if you are unable to complete the forms above, you can also contact the surgery to make a verbal complaint.
Ordinarily a complaint acknowledgement letter will be sent out to you within 3 working days. Your complaint will then be discussed at a monthly meeting involving the GPs and senior management team to ensure all concerns are suitably investigated and that any learning messages or subsequent policy changes arising because of your complaint are made. Once our investigations are concluded you will receive a response detailing the outcome of your complaint.
There is no specific NHS timescale in which you should expect to receive this final response letter. Complaints differ in terms of complexity and therefore some responses will be quicker to formulate than others depending on the investigation process that needs to take place.
We therefore thank you for your patience whilst our investigations take place.
PLEASE NOTE: The comment form collected from reception can also be used for reasons other than complaints such as suggestions or any other feedback you may like to give.