Practice Complaints Procedure

Complaints are taken very seriously by the practice, and we have established, with appropriate guidance, a Practice Based Complaints Procedure in order to respond quickly, sympathetically and fully to any complaint made.

Please, if the need should arise, make direct contact with  the Practice Manager so that this procedure can be initiated in order to deal with your complaint. If you are seriously unhappy with us or the service we provide, you have the right at any time to leave our list and register with another practice

  1. Write to the Practice Manager or email wkccg.practicemanager@nhs.net.  You will receive an acknowledgement within two working days.
  2. Ask to speak to Practice Manager in person or via the telephone on 01580 713622 

If you were to be dissatisfied with the response from the surgery giving time for them to look into the complaint, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made direct to the address given below:

Millbank Tower, Millbank, London SW1P 4QP

Helpline: 0845 015 4033
Website: http://www.ombudsman.org.uk/
Email:      phso.enguiries@ombudsman.org.uk
                    info@seap.org.uk

 

Or you may wish to contact

NHS Complaints Advocacy Service, SEAP Hastings, Upper Ground Floor, Aquilla House, Breeds Place, Hastings, East Sussex, TN34 3UY

Telephone: 0330 440 9000
Email:            phso.enguiries@ombudsman.org.uk
                          info@seap.org.uk
Fax:                 01424 204687

 

However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.