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. If you would like to give us any feedback or wish to make a complaint, please complete our Feedback form.
If you have a complaint or concern about the service you have received from a doctor or any member of staff working at our surgery please let us know. We operate a practice complaints procedure as part of the NHS system, which meets the national criteria.
If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter.
If the complaint is regarding a deceased patient, the practice will proceed with an investigation.
Ideally you need to make your complaint as soon as possible, or within six months of the incident that caused the problem or within six months of discovering that you have a problem. This will enable us to gather all the information whilst still fresh.
There are comments, suggestions and compliments boxes located in our waiting rooms and we invite you to give us feedback on areas where you feel we are performing well or maybe not so well.
We aim to sort out most problems easily and quickly and often at the time that they arise. If your problem cannot be sorted immediately and you wish to make a complaint, we would like you to let us know in writing as soon as possible.
All complaints should be addressed to the practice manager, who will ensure that your complaint is dealt with promptly.
What we will do
We will acknowledge your complaint within three working days of receipt. We aim to have looked into the matter within ten working days, although this will be determined by the complexity of the complaint and access to those involved. It is our intention then to be in a position to offer you a response or a meeting with the people involved or, if there is to be a delay in responding ( for instance, due to staff absences or a third party not directly employed by us) to keep you updated of the progress of your complaint.
When we look into your complaint we will aim to:
- Investigate the problem with all members of staff concerned
- Notify you of the outcome of the investigation with a satisfactory explanation
- Identify the problem with a view to improving the service we offer to our patients
We hope that you will use the our complaints procedure so that we are able to resolve the problem and have the opportunity to improve our service to you, but if you choose not to contact us you can approach NHS England direct at firstname.lastname@example.org or on 0113 254 5000.
Alternatively NHS Frimley ICB are responsible for investigating complaints for GP, dentistry, pharmacy and optometry services in Surrey Heartlands. They can be contacted via:
Telephone: 0300 561 0290
South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
The Care Quality Commission is always interested in both issues and outcomes. Details can be forwarded to email@example.com though please be aware they are not involved in the resolution process.
The practice manager:
Mrs Robin Forward
Telephone: 01428 682 218