Feedback and complaints

Sett Valley Medical Practice welcomes all forms of feedback, positive or negative, so we can be proactive in improving our services. All feedback will be shared with any individual and the practice as a whole.

Share your experience with us!

Please contact us to share your views, praise, concerns and ideas.


We aim to give the best possible standard of service, clinical and administrative, at all times. However, there may be times when you feel this has not been achieved.

We operate a practice complaints procedure. We will try to address all your concerns promptly and provide you with an explanation and discuss any action(s) we undertake in order to improve the service we provide.

How to complain

Speak to any member of staff. Tell them that you are unhappy and they will do their best to address the issue. For more information, please see the complaints process leaflet (PDF).

All complaints will be handled in strict confidence.

If you require impartial help or advice in resolving the complaint, NHS complaints advocacy service, Voiceability, can help you.

You can contact VoiceAbility on the below details:

Unit 1,
The Old Granary,

0300 303 1660


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

If you are dissatisfied with the outcome of your complaint from either Derby and Derbyshire ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO)

at either:

Milbank Tower,

Mosley Street,
M2 3HQ

0345 015 4033


Our obligations

As an NHS practice, we are required to:

  • 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 internal 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.