How to complain
Our aim is to give you the highest possible standard of service, but there may be times you feel this has not happened. If you have a complaint or concern about the service you have received from the doctor or any of the staff working in this practice, please let us know. We hope most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned, but if your problem cannot be sorted out in this way and you wish to make a complaint, the document below explains what to do.
Practice Complaint Procedure (DOCX, 319KB)
The practice's approach to complaints
The general principle of the practice in respect of all complaints will be to regard it first and foremost as a learning process, however in appropriate cases and after full and proper investigation the issue may form the basis of a separate disciplinary action. In the case of any complaint with implications for professional negligence or legal action, the appropriate defence organisation must be informed immediately.
What to do if you are not satisfied with the response
If you are not satisfied with the Practice's response, you can refer the complaint to the Parliamentary and Health Service Ombudsman (PHSO).
This can be done in the following ways:
- Write to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
- Online: www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form)
- Telephone: 0345 015 4033 from 8.30am to 5.30pm, Monday to Friday
- SMS: PHSO 'call back' service: 07624 813 005
If you need any help or advice to make your complaint to the Ombudsman, you can contact the NHS Complaints Advocacy Service at Cloverleaf. The NHS Complaint Advocacy Service is a free and independent service that can help you make a complaint about your NHS treatment or care.
Cloverleaf can be contacted via the following methods: