Suggestions, Comments and Complaints

We make every effort to give the best service possible to everyone who attends our practice.

We welcome your comments and suggestions, they help us to improve our services. Tell us what we do best, where we don’t meet expectations, or any ideas and suggestions you may have by leaving us a review using our feedback form. You can also rate us using the friends and family test.

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 complete our online Feedback form, or contact the practice manager, Filippa Dilena or Petra Barrett who will deal with your concerns appropriately. Our full complaints procedure document is available to view on request.

We have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.

We believe it is important to deal with complaints swiftly. Any written complaint is acknowledged within 3 working days, an appointment will be offered to discuss details of the complaint within seven days or a written response is sent soon as we have established the facts of the case.

Occasionally the process may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to any meetings with staff.
We will discuss any action that may be needed.

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.
Contact details:

Telephone: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Address:

Millbank Tower
Millbank
London
SW1P 4QP

Complaints relating to Ashford & St Peter’s Hospital services can be directed to their PALS team. Complaints relating to other hospital services can be found via their websites.