Complaints

All members of the practice team are keen to provide patients with the best possible care. If you are unhappy about something we have or have not done for you please let us know. We are always seeking to improve our service, and your comments could help others in the future.

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

Practice Complaints Procedure – How do I make a complaint?

In the first instance, if you wish to complain please contact the Practice Manager Jacqueline Dickenson either in person, by phone or in writing:

Tel: 01427 880223

Address: The Surgery, Sturton Road, North Leverton, Retford Notts DN22 0AB

If you are complaining on behalf of someone else

We will need a signed note from the patient giving their consent, unless they are incapable (because of illness) of providing this written consent.

 What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

 If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

Health Service Ombudsman