We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the Practice Supervisor (Mrs Catherine Spare) and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
Complaints Procedure: Complaint Leaflet
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. NHS England will direct you to the complaint manager who provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide.
You can contact the Integrated Care board:
From 1 July 2023, if you wish to make a complaint about primary care, please contact the service directly. Alternatively,
Email [email protected]
Telephone: 0115 8839570 or
By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
The Health Service Ombudsman in England
You also have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint if you remain unhappy once local resolution is completed. The address is:
The Parliamentary & Health Services Ombudsman
Millbank Tower
Millbank
LONDON SW1P 4QP
Telephone 0345 0154033
Email is [email protected]
Fax is 0300 0614000
The PHSO would normally expect any request to be lodged within 12 months from the date when you became aware that you had cause to complain. However, you are encouraged to make the approach as soon as possible after local resolution is complete”.