Suggestions, Comments and Complaints

We welcome all comments on the services provided by the Practice.

We are continually looking to turn out patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

We’ll let the staff involved know and share the good practice across our teams.

You may write to us or contact us by telephone.

Our details can be found on our Contact Us page.

Complaints Process 

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint. Alternatively, ask to speak to the Practice Manager. 

A complaint can be made verbally or in writing. 

Please note that you can now email the practice with any complaints or suggestions to: headstonelanemc@nhs.net 

Time frames for complaints 

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. 

We aim to acknowledge all complaints within 3 working days of receipt. We will provide regular updates regarding your complaint while aiming to investigate and respond to the complaint within 30 days. 

After the complaint 

If you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use. To take your complaint to the Ombudsman, visit: – www.ombudsman.org.uk/make-a-complaint or call 0345 015 4033. 

Contact can also be made with the Ombudsman by Email: phso.enquiries@ombudsman.org.uk or by Fax: 0300 061 4000 

If you would prefer to write, the address is: 

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

Further information about the Ombudsman is available at www.ombudsman.org.uk