Comments and Complaints Policy

We always try to give our patients the best service possible, but there may be times when you feel that this has not happened. If you have a complaint or a comment about the services we provide please let us know by writing to us or by asking to speak to the Practice Manager or Assistant Practice Manager, or talking to a member of staff or asking for a complaints / comments form to complete.

If you use this procedure, it will not affect your rights to complain to other NHS complaint services (details of which are set out below) and any patient, carer or relative will not be treated adversely as a result of using the practice complaints procedure.  Please note that we have to respect our duty of confidentiality to patients and a signed patient’s consent form will be necessary if a complaint is not made by the patient in person.

We think it is important to deal with complaints as quickly as possible so an initial acknowledgement will be sent within 5 working days along with a request for any supplementary forms as necessary.

Your complaint will then receive a full investigation where we will try to address your concerns fully, provide you with an explanation and if necessary discuss any action that may be needed (depending on the complexity we would aim to complete an investigation within 3 months). We hope that, at the end of the process you will feel satisfied that we have dealt with the matter thoroughly.

However, if this is not the case this does not affect your right to approach other local NHS service who will be able to advice you, and whose contact details are set out below:

Primary Care – GP, dentist, pharmacist or optician complaints 
From 1 July 2023, if you wish to make a complaint about primary care, please contact the service directly. Alternatively,
Telephone: 0115 8839570 or
By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU