If you have a complaint or concern about the practice or service you have received from the doctors or any of the personal working in this practice, please let us know.
We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
Please put your complaint in writing, you can either fill in a patient feedback form on this website or send an email for the attention of the Practice Manager.
Email address: d-icb.townsendenquiries@nhs.net
How to complain
We hope that we can sort most problems 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 as soon as possible – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted 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. They will make sure that we deal with your concerns promptly and in the correct way. You should be specific and concise as possible.
Complaining on behalf of someone else
In all cases where a representative makes a complaint in the absence of patient consent, the practice will consider whether they are acting in the best interests of the patient and, in the case of a child, whether there are reasonable grounds for the child not making the complaint on their own behalf. In the event a complaint from a representative is not accepted, the grounds upon which this decision was based must be advised to them in writing.
What will we do?
On receipt, an acknowledgement will be sent within three working days. When we look into your complaint, we will aim to investigate and provide a detailed response as quickly as possible. Some complaints may take longer than others, so we do not offer a specific timescale. However, we will keep you up to date with the progress via email or telephone.
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Phone number: 0345 0154033
Website: www.ombudsman.org.uk