Contact the practice

We always try to give you the best possible service but there may be times when you feel this has not happened. If you have a complaint or concern about the service you have received from the doctors or any of the personnel 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. We have a non-discriminatory approach to complaints and patients, carers and relatives will not be treated adversely as a result of having complained.

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 so 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. Complaints may be made in person, over the phone, ask to speak to the Patient Engagement and Complaints Manager, Stephanie Chapman, using the online form, or in writing. Written complaints should be addressed to the Patient Engagement and Complaints Manager who will ensure that your concerns are dealt with promptly. We endeavour to contact you within 72 hours. We will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. If you wish, you can direct your complaint to the Nottingham & Nottinghamshire Integrated Care Board. Their contact information and those of the Independent Complaints Advocacy Service (who can help you with your complaint), are printed below.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this.

We think it is important to deal with your complaints swiftly so we will acknowledge your complaint within 3 working days. You will normally be offered an explanation or, if appropriate, an appointment for a meeting to discuss the matter within 14 days. Occasionally, if we must make a lot of enquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative with you to the meeting. Should you make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers, or legal advisers.