Complaints

We welcome all feed through our online form.

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 who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Complaining to Other Authorities

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following 3 bodies:

  • Patient Advisory Liaison Service (PALS)
    Your Area can be contacted on 01206 918731 or by writing to them at the following address: Complaints Team, NHS North East Essex CCG, Aspen House, Stephenson Road, Colchester, Essex, CO4 9QR or by e mail to NEECCG.PALS@nhs.net.
    PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.
  • NHS England
    NHS England, PO Box 16738, Redditch, B97 9PT england.contactus@nhs.net – FAO The Complaints Manager
    0300 311 22 33 – Mon to Fri 8am to 6pm
  • Contacting the Care Quality Commission
    If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: www.cqc.org.uk

The Practice Management aim to acknowledge all complaints within three working days.