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COMMENTS, COMPLAINTS AND COMPLIMENTS

We welcome comments on how we can improve our service. If you have any suggestions or comments, please ask to speak to the practice manager.

We have a practice complaints procedure and any complaints should be made through the practice manager who will investigate the matter promptly and thoroughly. You will be notified of the conclusion and any action needed. If you remain dissatisfied with the response to your complaint you may write to the Health Service Ombudsman.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

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.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

If you have a complaint but do not wish to follow the practice's complaints process you can contact the NHS England Customer Contact Centre,. PO Box 16728. Redditch. B97 9PT.Tel 0300 31122 33. You can also telephone Healthwatch Middlesbrough on 01642 688312 or the North East Independent Complaints Advocacy on 0808 1729 559 for support.

 
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