Comments, Feedback and Complaints

Please note this form is not for emergencies or for requesting an appointment

If you are complaining on behalf of a patient, please include their name and date of birth in the comments box below.

What we shall do when we receive your complaint

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 5 working days and aim to have looked into your complaint within 21 working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

•  find out what happened and what went wrong
•  make it possible for you to discuss the problem with those concerned, if you would  like this
•  make sure you receive an apology, where appropriate
•  identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person, by telephone or in writing.

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.

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 the North East and North Cumbria Integrated Care Board (NENC ICB) or 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. 

The Patient Advice and Liaison Service provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. Telephone: 0800 032 0202

If you remain dissatisfied with the responses to your complaint, you have the right to ask The Parliamentary and Health Service Ombudsman to review your case.   The Parliamentary and Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service.  You can contact them on 0345 015 4033, or write to them at:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

http://www.ombudsman.org.uk