Complaints Procedure Policy
How to raise a complaint.
If you have a complaint, in the first instance you can speak to the Practice Manager, Jan Lenny. There should also be complaints leaflets in reception. You can also send your complaint to us in writing in person or by email.
For physical copies of complaints, we ideally ask for them to be typed as it is easier for us to read and process your complaint.
How patients' make a complaint about primary care services is changing on 1 July 2023
Patients have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the
From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.
There are two ways to make a complaint:
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Members of the public can complain to the healthcare provider: this is the organisation where they received the NHS service, for example a GP surgery or dental surgery.
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Members of the public can complain to the commissioner of the service: this is the organisation that paid for the service or care received.
After 1 July 2023 if members of the public want to make a complaint about primary care services to the commissioner, they will now contact Mid and South Essex integrated care board instead of NHS England.
The contact details are as follows:
You can also contact the following for further information regarding complaints:
The Parliamentary and Health
Service Ombudsman - Only if you are dissatisfied by our response
Millbank Tower
Millbank London SW1P 4QP
Tel:0345 0154033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Independent Complaints Advocacy Service (ICAS)
Helpline: 0300 456 2370
Email: feedback@pohwer.net
Website: https://www.pohwer.net/
Information Commissioner's Office
Complaints Helpline Tel: 0303 123 1113
Website: https://ico.org.uk/global/contact-us/