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Complaints Procedure

We appreciate how difficult it can be to make a complaint, particularly when it may concern your healthcare or that of another family member or friend.

However, we do want to know if you are unhappy with the service you have received so that we can investigate your concerns and ensure we are giving the best quality of care to our patients.

Please note that we can only deal with complaints within twelve months of an incident happening or of your becoming aware of the matter you want to complain about.

How to complain

Step 1

Speak to any member of staff.  Tell them that you are unhappy and they will do their best to help you.

Step 2

Raise your complaint with a member of the Management Team. You can contact the Practice Manager, Assistant Practice Manager or the Reception Manager.

Step 3

Complete a Complaint Form, which you can download from the box at the top right of this page.

All complaints will be handled in strict confidence.

What if you are unhappy with the outcome of your complaint?

If you are unhappy with the outcome of your complaint, you can contact NHS England:

Complaints Manager

NHS England

PO Box 16738


B97 9PT

Email: england.contactus@nhs.net

Telephone: 0300 311 22 33

Our obligations

As an NHS practice, we are required to:

  • Publicise this complaints procedure.
  • Acknowledge receipt of a complaint and offer to discuss the matter within three working days.
  • Deal efficiently with complaints and investigate them properly and appropriately.
  • Write to you, after investigating your complaint, to explain how it has been resolved, what action has been taken and reminding you of your right to take the matter to the Health Services Ombudsman if you are still unhappy.
  • Assist you in following the complaints procedure, or provide advice on where you may obtain such assistance.
  • Ensure there is a designated manager for complaints (at Sett Valley Medical Centre it is the Practice Manager).
  • Have someone senior who is responsible for both the complaints policy and learning from complaints.
  • Produce an annual report about complaints that have been received, the issues they raised, and any matters where action has been taken to improve services as a result of those complaints.

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