Suggestions, Comments and Complaints

Feedback

The doctors and staff at this practice are committed to providing high quality health care and services to patients.

If you wish to comment on or compliment our services please contact the practice manager, using our Feedback form, or complete one of our suggestion forms displayed in the waiting area and place it in the box provided.

It is helpful to us if you include your name on the suggestion form so that we can contact you if necessary.

Complaints Procedure

As part of the NHS system, we operate a practice complaints procedure which meets the national criteria. You can also complain directly to the commissioner (NHS England) if you so choose, however it is always best to try to seek a local resolution first.

How to complain about your GP practice

It is best to tell a member of staff about any concerns or problems as soon as they arise so they can try to sort it out. If you feel they cannot sort it out then you can ask to speak to either the complaints manager or the practice manager.

If your problem cannot be sorted out in this way, and you wish to make a more formal complaint, this should be made in writing as soon as possible, giving us full details as the quicker we look into the matter the easier it will be to establish what happened.

There is a limit of a maximum 12 months for making a complaint.

In exceptional circumstances, it may be possible to investigate the issue outside this time if there are good reasons why the matter could not be raised earlier and if it is still possible to investigate it.

Complaints should be made in writing and addressed to Dr Ray, who is responsible for handling complaints. If you prefer, we have an online form you can complete.

Complaint procedure

We will acknowledge your complaint within 3 working days of receipt and invite you to discuss the manner in which your complaint will be dealt with, including timescale.

Please tell us how you would like your complaint to be resolved e.g.

  • Over the telephone
  • At a meeting
  • With a written response
  • And the outcome you hope for

It helps us if you can give us full details as possible about your complaint.

We will look into your complaint to:

  • Find out what happened and whether something went wrong
  • Invite you to discuss the problem with those involved, if you would like this
  • Apologise where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Who can complain?

Anyone who is receiving a service, or has received a service, can complain. You can complain for yourself or for someone else with their written permission as we may need to disclose information from the patient’s medical records.

In order to maintain patient confidentiality, if you complain on behalf of someone else you must provide their written consent to represent them unless they are incapable of providing this. If the patient has died or lacks capacity we will need proof that you are an appropriate person as determined by law.

If you would like to complain direct to the commissioner (NHS England) then please contact:

NHS England
PO BOX 16738
Redditch
B97 9PT

Telephone: 0300 3112233

Where you can get assistance

If you would like independent advice or support about your complaint, the following organisations may be able to help:

Patient Advice and Liaison Services (PALS):

Telephone: 01883 772800

Email: carol.rowley4@nhs.net

This service is available Monday to Friday, 09:00 – 17:00, but you can leave a message anytime on the dedicated PALS line 01883 772817 or text 07827 253111.

NHS Complaints Advocacy in Surrey

Telephone: 0300 030 7333

Email: advocacy@healthwatchsurrey.co.uk

What to do next if you are still unhappy

If you are not satisfied with the way we or the commissioner have dealt with your complaint, you can make a request for an independent review by contacting the Parliamentary and Health.

Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk

Please remember:

We want you to let us know if you are unhappy or have a suggestion about how we can do things better.

  • All complaints are treated in the strictest confidence
  • Making a complaint will not affect your treatment or care