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.
We operate a complaints procedure as part of the NHS system for dealing with complaints. The practice complaints procedure meets national criteria.
How to complain
You can fill out a physical complaint form, which you can get from the reception desk in the practice. If anyone is unable to visit the surgery, please email sunray.surgery1@nhs.net and request a complaint form or fill out our online complaints form or read more about our complaint procedure protocol / policy.
Whichever method you choose, It helps us if you can give us as much detail as possible.
You need to make your complaint within 12 months of the incident that caused the problem, OR within 12 months of discovering that you have a problem relating to a specific incident.
Further written information is available regarding the complaints procedure from reception.
Complaining on behalf of someone else
Medical records are protected by the Data Protection Act 2018. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this.
What we will do
We will contact you about your complaint within three working days and offer to discuss with you the best way to investigate it, including the time scales for a reply. We will aim to :
- Find out what happened and what went wrong.
- Invite you to discuss the problem with those involved, if you would like this
- Apologise where this is appropriate.
- Identify what we can do to make sure that the issue does not happen again.
If you feel that the practice was unable to resolve your issues then you can get in contact with (NHS England), contact details below.
Useful contacts
NHS England
Email: england.contactus@nhs.net
Tel: 0113 254 5000