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Complaints

Practice Complaints Procedure

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, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

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 the details of your complaint.

Written complaints should be addressed to Julie Dixon, the practice manager, or any of the doctors. Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. He 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 shall do

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

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 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.

Complaining to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach NHS England direct, if you feel you cannot raise your complaint with us. You should contact NHS England, PO Box 16738, Redditch, B97 9PT. Their telephone number is 0300 311 2233 and e mail address is: england.contactus@nhs.net.

The practice operates a zero tolerance policy to violence. Any patient who is violent or threatening to doctors, staff or other patients will be removed from the practice list.

Updated Jun 2018