Comments and Complaints

How to make a complaint

We hope that most problems can be sorted out easily and quickly, preferably at the time that they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible.

If you wish to make a complaint please address this in writing to our Practice Manager. We will acknowledge your complaint within 2 working days and aim to provide a response within 10 working days.

What happens next

We will acknowledge your complaint within two working days and aim to provide a more detailed response within ten working days of the date you raised it with us. If this is not possible we will explain to you why it cannot be handled within the appropriate timescale. We shall then be in a position to offer you an explanation or a meeting with the people involved.

When we look into your complaint we aim to:-

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of patient confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission. A written letter of authorisation from that person will be needed, unless they are incapable of providing this. We can provide you with patient consent forms for completion. One will be provided with your complaints leaflet.

Complaining to the Integrated Care Board (ICB)

We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best opportunity to put right whatever has gone wrong and to improve our practice.

However, this does not affect your right to approach the local Integrated Care Board (ICB) if you feel you cannot raise your complaint with us directly.