We have always welcomed suggestions for improvement of our service. If you have a complaint about a specific episode we would like to hear about it, via our Practice Manager. If you are pleased with the service, we would also like to know!
Gold Street Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whoever you feel most comfortable with – your GP, our Practice Manager or our reception staff will all be happy to help.
If you want to complain on behalf of someone else, a friend or a relative for example, we may need their consent to discuss their care with you.
In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can ask for a copy of our complaints procedure and complaints form or pick one up in reception. It helps us if you can put your concerns in writing as it helps us clearly understand the problem and we can more easily discuss it with all those concerned. However, if this is not something you are happy to do, please don't let it stop you raising a concern!
Please be assured that raising a complaint will not affect your future care. We take complaints very seriously, but see them as an opportunity to learn. Sometimes we may not be able to change things because they are dependent on factors outside our control, such as resources within healthcare or third-party services, but all formal complaints are discussed and reviewed by the surgery's senior management.
For more general comments and suggestions, please use the suggestions box in Reception.
Alternatively, you can complain to NHS England on 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) or email: firstname.lastname@example.org or write to:
PO Box 16738
For further details about how to make a complaint to NHS England please visit the NHS England website.
If you remain dissatisfied with the outcome, you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033