Complaints Procedure


We work hard to deliver the best possible medical and non-medical care. However, if you feel you have a genuine complaint regarding the level of care received, we invite you to follow our complaints procedure, which is as follows.

    • We operate an in-house complaints procedure as part of the NHS system. This procedure does not deal with matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority. 
    • This procedure does not affect your right to make a formal complaint to NHS England if you so wish. Nor does it affect your right to seek compensation in law.
    • You can ask for a complaint form from reception, although you do not have to use it. 
    • We can help you to write down your complaint if you need help to do so. Please do not hesitate to contact the surgery supervisor, who will be pleased to assist you
    • Your complaint should be addressed to our surgery supervisor who will make sure that it’s investigated thoroughly and as quickly as possible.
    • We will acknowledge your complaint within three working days, when we will let you know how the complaint will be handled and how long it’s likely to take.
    • We will send a written response as soon as possible after completing the investigation.
    • Please note that the practice is bound by the rules of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

NHS England

We hope that if you have a problem you will use our in-house Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and will give us the opportunity to improve our Practice. However, you may decide that you would like to make your complaint to NHS England. You can follow the link for more information here.

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