Complaints Procedure

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. You can ask to speak with our Patient navigation team lead , who can resolve most of non clinical issues and an amicable solution.

If you are unhappy with the service you have received, fill in this online form so we can put things right. 

Stage One

 Your complaint will be automatically directed to the right department. Stage one complaints are dealt with by the practice manager or their deputy. Your complaint will be acknowledged within five working days, and we aim to respond within 28 working days.

 Stage Two

 If you are not happy with the response at stage one, you can ask for the complaint to be reviewed byr NHS ENGLAND, Telephone 0300 311 22 33 or Email englandcontactus@nhs.net
This will direct you to a customer contact Centre which will deal with your concerns and agree actions to resolve them.  You can also write to them at:
NHS Commissioning Board
PO Box 16738
Redditch, B97 9PT
 
In addition, in Northamptonshire, you may contact Voice Ability, a free service that supports people who want to make a complaint about their NHS Care or treatment.  Contact Voice Ability on 0300 330 5499, or go to  http://www.voiceability.org
You may raise the matter with the Ombudsman, who can be contacted at:
 
The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London   SW1P 4QP                       Tel: 0345 015 4033