Complaints Policy

COMPLAINTS PROCEDURE

Making a Complaint

If you have a complaint or concern about the service you have received from the GPs or any of the staff working in this practice, please let us know. We operate a practice complaints procedure which conforms with NHS recommendations and national criteria.

If you would like to submit feedback to the practice, you can do this by contacting us through our website forms, filling in a feedback form and posting this into our suggestion box in each surgery or by handing it to a member of our team.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and iwth 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 - 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 6 months of hte incident that caused the problem or
  • Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incidnet

Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. We will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

    What We Will Do

    We will acknowledge your complaint within two working days. 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 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

    Alternatively, if you do not wish to complain directly to the practice you can contact NHS Frimley ICB:
    Tel: 0300 561 0290
    Email: frimleyicb.southeastcomplaints@nhs.net
    Post: South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health, Hospital

    Further information can be found on the NHS Surrey Heartlands ICB website: Compliments, complaints and feedback - ICS (surreyheartlands.org)

    You may also like to contact Surrey ICAS – Surrey Independent Complaints Advocacy Service. Patients can contact them by telephone on 01753 552227.

    Complaining on Behalf of Someone Else

    Please note that 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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.