Complaints Policy

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received. We use the friend’s and family test for you to give us feedback.

We’ll let the staff involved know and share the good practice across our teams.

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.

How to complain

Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

And this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible – after the event. 

This will enable us to establish what happened more easily. You should address your complaint in writing to the Patient Feedback Lead. They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Use of Artificial Intelligence (AI)

We recognise that some patients may choose to use AI tools to help write a complaint. Whilst this is acceptable and will not affect how we investigate or respond to your concerns.

AI-generated complaints can sometimes include unnecessary detail, inaccurate information or references to legislation and guidance that may not be relevant. As a result, this can make complaints more difficult to understand what your concerns were and may delay our response.

To help us investigate your concerns effectively, we encourage you to:

• Explain what happened, when and how it affected you.
• Tell us what you would like us to do to resolve your concerns.
• Check any AI-generated content to ensure it is accurate, relevant and reflects your own experience.
• Avoid unnecessary legal terminology or lengthy, repetitive information.

We welcome complaints in your own words and you do not need to use formal language.

If you need help making a complaint, our team will be happy to support you.

For further guidance, please visit the Public Service Ombudsman's advice on using AI to make a complaint.

Make a complaint to the surgery online