Comments & Complaints

Patients wishing to make a verbal complaint will need to ask to speak with the practice manager. If she is unable to offer you a satisfactory result she will then ask you to put your complaint in writing. Your written complaint will be acknowledged within 72 working hours, with a promise to investigate and reply again within the next 14 days.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.