Suggestions, Comments and Complaints

We have a formal procedure which ensures that issues are raised and recorded.

Whilst the doctors and staff at this practice are committed to provide a quality service, there may be times when this service falls short of your expectations. If you have a complaint or concern about the service that you have received you are entitled to ask for an explanation.

We operate an informal in-house procedure designed to deal with your complaint. Most complaints will be handled by the Practice Manager Debbie Potticary who will ensure that your complaint is investigated thoroughly and as quickly as possible. This process will normally take about ten working days from receipt of the complaint, although in some cases this may take a little longer.

Where the complaint concerns aspects of a medical nature it may be appropriate to involve one of the partners in the investigation, usually the Senior Partner, Dr Eric Lemke.

Once the investigation is complete the Practice Manager or Senior Partner will respond with a full written explanation. However, if you prefer we can arrange to meet and hopefully agree with you how best to resolve your complaint or concerns.

If at the end of our investigation our explanation is unsatisfactory or you wish to take the matter further you can write to the Parliamentary and Health Service Ombudsman to ask that your case be reviewed. They can be contacted at:

The Parliamentary and Health Service
Millbank Tower
Tel: 0345 015 4033

This procedure does not affect your right to make a formal complaint to NHS England or your right to seek compensation in law. If you choose to write to NHS England, Essex Area Team before contacting the Practice the Team may pass your complaint to the Practice Manager to carry out the initial investigation.

In some cases where there is a legal liability or a request for compensation the practice may not be able to deal with your complaint. In such cases we will pass your concerns on to the appropriate authority.

Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority, if you are not the patient in question.

To make a complaint, please write to the Practice Manager at the surgery setting out as much information regarding the circumstances of your complaint as possible. We prefer you to write down your complaint so that you can express your concerns in your own way. If however you prefer someone from the practice to take down your complaint over the phone or face to face then this can be arranged. Please note however that in such cases the practice cannot be expected to respond to your complaint immediately without first fully investigating the facts.

If you require any further information regarding our complaints procedure please feel free to contact the Practice Manager.

For independent advocacy advice or support you may also contact PALS on 0800 328 5620.