Measles cases are continuing to rise across the country, so please check you are fully vaccinated and, if not, call the practice to book an appointment for your vaccination. Also, if you are presenting with a rash and temperature DO NOT COME INTO THE PRACTICE but please call and speak to our reception team for advice.

icon

Comments, Complaints and Suggestions

Comments, Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days.  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 12 months of the incident that caused the problem; or 
  • Within 12 months of discovering that you have a problem

You should address your complaint in writing to the Practice Manager, Sue Woods. She will make sure that we deal with your concerns promptly and in the correct way.  You should be as specific and as concise as possible.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish.  We shall then be in a position to offer you an explanation, or a meeting with the people involved. 

When we look into your complaint, we shall aim to:

  • Investigate the circumstances
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen again.

You will receive a final letter setting out the result of any practice investigations.

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.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. 

However if you wish to make a complaint about primary care services to the commissioner you can contact the Complaints team at Frimley Integrated Care Board:

Telephone 0300 561 0290 or email frimleyicb.southeastcomplaints@nhs.net 

If you remain dissatisfied with the responses to your complaint, you may refer the matter to:

The Parliamentary and Health Service Ombudsman (PHSO)

Millbank Tower

Millbank

LONDON SW1P 4QP

Help us get it right. We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better