Comments & 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 this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area or on the home page of our website.

 

Taking Your Complaint Further

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to complain to other agencies, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You can contact any of the agencies listed below.

Complaints and Client Services Managers NHS England:
Telephone: 0300 311 22 33 or email

Parliamentary and Health Service Ombudsman (PHSO):

If you are not content with NHS England's reply, the next step is to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint and how it has been handled.  Please write to:

The Parliamentary and Health Service Ombudsman, MillbankTower, Millbank, London SW1P 4QP

The Independent Complaints Advocacy Service (ICAS):

ICAS provides free help and support for people bringing formal complaints to the NHS. This is an independent and confidential service available in this area through South England Advocacy Projects (SEAP).

(Support Empower Advocate Promote)
7th Floor Cavendish House 
Breeds Place 
Hastings 
East Sussex TN34 3AA 
Tele: 0330 440 9000 
Fax: 01424 204687 
Email: info@seap.org.uk

For further information please follow the links below:

Complaints Procedure and Protocol (Reviewed 2018)

Complaints - Patient Leaflet (Reviewed 2018)

Complaints Chart (Reviewed 2018)

Practice Policies