How Do I Make A Complaint ?
If you have a complaint or are concerned about the service you have received from the Doctors or any of the staff working in this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they are raised and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint, please let us know as soon as possible. Ideally this should be within a matter of days or at most a few weeks. In this way it helps us to establish what happened more easily.
If this is not possible, please let us have details of your complaint either:
- Within 12 months of the incident that caused the problem, or,
- Within 12 months of discovering that you have a problem, provided this is within 12 months of the incident.
It would be a great help if you can be as specific as possible about your complaint.
Who Should I Contact - The Practice Manager
Ms Barbara Graham
University Health Service
53 Gell Street
Or you may contact any of the Doctors.
What Will The Practice Do?
When we look at the complaint we aim to :
- Find out what happened and what went wrong
- Make it possible to discuss the problem with those concerned if you would like this
- Make sure you receive an apology where this is appropriate
- Identify what we can do to make sure the problem does not happen again
- Acknowledge your complaint within two working days and give a full response or meet with you to discuss the issue within 10 working days
How to make a complaint to NHS England
PO Box 16738
With ‘For the attention of the complaints manager’ in the subject line
0300 311 22 33
(Monday to Friday 8am to 6pm, excluding English Bank Holidays)
For more information please visit the NHS England website ‘Contact Us’ section at:
What If I Am Complaining On Behalf Of Someone Else?
We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. Written confirmation from the person concerned will be required (unless they are incapable because of physical or mental illness) of providing this.