Suggestions, Comments and Complaints

Making a Complaint

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure with conforms with NHS recommendations and national criteria.

If you would like to submit feedback to the practice, please use our Feedback triage.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally, within a matter of days or at most a few weeks – this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident

Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. They will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised the complaint with us. We shall then be in a position to offer you an explanation, or a meeting with the person(s) involved. When we look into your complaint, we shall 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 medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to NHS England

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. This does not affect your right to approach NHS England and speak to the Complaints Manager on 0300 311 22 33 for further advice, or email england.contactus@nhs.net.

You may also like to contact Surrey ICAS – Surrey Independent Complaints Advocacy Service. Patients can contact them by telephone on 01753 552227.