How to Make a Complaint About Our GP Services
We are committed to providing high-quality care and services. If you are unhappy with any aspect of your experience, we encourage you to let us know. Your feedback helps us improve.
Step 1: Raise Your Concern with Us
Most issues can be resolved quickly by speaking directly with our staff. You can:
-
Speak to a receptionist, your GP, or the Practice Manager in person or by phone
-
Submit your concern in writing or via email resolution.nhs.uk+1gpathand.nhs.uk+1
Please provide details of what happened, when, and who was involved. We aim to address concerns promptly and informally whenever possible.
Step 2: Make a Formal Complaint
If you’re not satisfied with the initial response or prefer a formal approach, you can:
-
Request our complaints procedure from reception or find it on our website
-
Submit your complaint in writing, by email, or verbally (we’ll document verbal complaints and provide you with a copy)
Include:
-
A clear description of the issue
-
Relevant dates and names
-
How it affected you
-
What outcome you seek
Complaints should be made within 12 months of the incident or when you became aware of it.
What Happens Next
We will:
-
Acknowledge your complaint within 3 working days
-
Offer to discuss how we will handle it and the expected timeframe
-
Investigate thoroughly and fairly
-
Provide a written response explaining our findings, any actions taken, and your right to escalate if unsatisfied
If You’re Not Satisfied
If you’re unhappy with our response, you can escalate your complaint to:
NHS England
-
Email: england.contactus@nhs.net (Subject: “For the attention of the complaints team”)
-
Phone: 0300 311 22 33
-
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Note: As of July 2023, complaints about primary care services are handled by local Integrated Care Boards (ICBs).
Parliamentary and Health Service Ombudsman (PHSO)
If you’re still dissatisfied after local resolution, contact the PHSO:
-
Website: www.ombudsman.org.uk
-
Phone: 0345 015 4033
-
Email: complaints@ombudsman.org
The PHSO is independent and investigates complaints about NHS services in England.
Need Support?
You can seek free, confidential advice from:
-
Patient Advice and Liaison Service (PALS): Offers support and can help resolve concerns informally.
-
NHS Complaints Advocacy: Provides assistance in making complaints.
-
Citizens Advice: Offers guidance on the complaints process.
Your Feedback Matters
We value your input. Complaints are an opportunity to learn and improve our services. Please don’t hesitate to share your concerns.
You can always give us anonymous feedback here by filling the form.