Complaints

Complaints Procedure

We are committed to always providing you with the best possible care. However, we understand that situations may arise where you feel the need to raise a concern or make a complaint. We have a dedicated complaints team who will manage ensure your complaint is fully investigated in cooperation with the practice.

How to Make a Complaint

Many issues can be resolved quickly and informally, often at the time they occur, by discussing them with the person involved, and encourage this be attempted first.

If you are unable to resolve your concern this way and wish to make a formal complaint, please do so, preferably via our online contact us form by letter or verbally as soon as possible after the event. Ideally, this should be within a few days to help us investigate more effectively. However, complaints can be made, within 12 months of the incident, or within 12 months of discovering the issue.

When submitting your complaint, please provide clear details and as much relevant information as possible.

Complaining on Behalf of Someone Else

We adhere strictly to the rules of medical and personal confidentiality. If you wish to make a complaint on behalf of someone else, we will require the patient's written consent to confirm that they are dissatisfied with their care and that we may liaise with you regarding their treatment.

Please request a consent form from reception, for the patient to sign, allowing the complaint to proceed.

In cases where the patient is unable to provide consent due to illness or accident, we may still be able to handle the complaint. In such instances, please include detailed information about the circumstances preventing the patient from providing consent in your complaint.

What can I expect if I complain?

We will:

• acknowledge your complaint and investigate it properly
• keep you informed of progress and tell you the outcome
• treat you fairly, politely and with respect
• reassure you that your care and treatment will not be affected as a result of making a complaint
• offer you the opportunity to discuss the complaint with an appropriate manager
• take appropriate action following your complaint

Who can help with your complaint?

South East Complaints Hub

If you have a concern or complaint about a GP or the practice, you can ask South East Complaints Hub to oversee the management of the complaints process.

Visit the Frimley ICB website

If you remain dissatisfied with the response from the practice (or NHS England where your complaint was investigated by them) then you have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remain outstanding.

Learn how to contact the Parliamentary and Health Service Ombudsman