Suggestions & Complaints

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 manager 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 suggestions should be placed in the repeat prescription/suggestion box in the entrance lobby. Alternatively, please pass any comments to the receptionist on duty who will relay them to the practice manager. Please click to read the practice  Complaints Procedure


The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.

Tel: 0345 015 4033


Write: Millbank Tower, Millbank, London SW1P 4QP.

Freedom of Information

Read about the information available to you under the Freedom of Information Act here

Information Governance

The lead person for Information Governance within the practice is Dr M Deverell.


The practice complies with Data Protection and Access to Medical Records legislation. The Data Protection Act gives you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you. Identifiable information about you will be shared with others in the following circumstances:


  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To enable our patients to be included in regional and national programmes such as the cervical cytology screening services or immunisation programmes
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases.
  • Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know by informing any member of staff at the practice.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff. Everyone working for the NHS has a legal duty to keep information about you confidential.

Equal Opportunities

The practice does not discriminate against patients on the grounds of age, sex, sexual orientation, race, gender, colour, social class, disability, medical condition, religious belief or the perceived economic work or amount of work they are likely to generate by virtue of their clinical condition. All patients will be treated fairly on the basis of need.

The practice will:

  • Recognise the diversity, values and human rights of patients
  • Uphold and maintain the privacy, dignity and independence of patients
  • Put patients at the centre of their care, treatment and support by enabling them to make decisions
  • Provide information that supports patients, or others acting on their behalf, to make decisions
  • Support patients, or others acting on their behalf, to understand the care, treatment and support provided
  • Enable patients to care for themselves where this is possible
  • Encourage and enable patients to be involved in how the practice is run
  • Encourage and enable patients to be an active part of their community in appropriate settings

Practice Statement on Courtesy and Consideration

The practice aims to give its patients high quality care in a secure environment.  Whilst you are in our care or visiting premises, you have the right to expect courtesy and consideration from our staff and from other patients and visitors and they have the right to expect the same courtesy and consideration from you.

Violent or Aggressive Behaviour - Practice Statement

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property. All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

Download a copy of our Complaints Procedure



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