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Complaints Procedure

We always try to give you the best services possible, but there are times when you feel this has not happened. We operate a practice complaints procedure (which meets national criteria) as part of the NHS system for dealing with complaints.

This page explains what to do if you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice. At no point will you, your carer or relative be treated adversely by the practice as a consequence of making a complaint. 

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to let us know as soon as possible ideally within a matter of days or at most a few weeks, because 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 six months of the incident that caused the problem, or within six months of discovering that you have a problem, provided this is within twelve months of the incident. Our Complaints Procedure will allow us to look into and if necessary, put right any problems you have identified or mistakes that have been made. 

If you wish to make a complaint, please write to our Complaints Administrator Dina Eldred, or call to discuss the matter. 

We shall acknowledge your complaint within three working days and begin our investigation into the issues raised.  The timeframe for receiving a final response to your complaint will depend on the investigation at hand. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong. 
  • Make it possible for you to discuss the problem with those concerned if you wish to. 
  • Ensure you receive an apology where appropriate. 
  • Identify what we can do to make sure the problem does not happen again. 

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we will need evidence that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. 

We hope that if you have a problem, you will use our practice based complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice, and hope you will feel satisfied that we have dealt with the matter thoroughly. If unsatisfied with the outcome of your complaint you can then take it further with through The Parliamentary and Health Service Ombudsman.

If you do not feel you can contact the Practice directly about your complaint, you have the right to contact Patient Experience and Complaints - NHS Nottingham & Nottinghamshire ICB who will investigate your complaint for you.  You can also receive assistance from PohWER with putting your complaint forward.

Please be assured that should you feel the need to make a complaint this will not in any way have any effect on your care within the Practice. The Practice will at no point discriminate against any complainant or friends and relatives of the complainant registered at the Practice. 

Assistance with Practice Complaints can be gained from the following bodies Email nnicb-nn.patientexperience@nhs.net Telephone: 0115 8839570 or By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB

If you are not satisfied with the way your complaint has been dealt with by the provider or commissioner, you can contact the Parliamentary and Health Service Ombudsman (PHSO)