Make a Complaint or Compliment

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Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors, nurses or any of the team working in this practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will make establishing what happened easier.

Complaints should be addressed to Mrs Julie Spencer, Team Manager. Alternatively, you may ask for an appointment with Mrs Spencer to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

You can collect a complaint form and a copy of our details on how to complain from our reception team.

What We Shall Do

We shall acknowledge your complaint within 3 working days. We will look into the matter and will contact you again once we are in a position to offer you and explanation, or a meeting with the people involved. When we look into your complaint we shall aim to:

  • Find out what happened and what went wrong;
  • Make it possible for you to discuss the problem with those concerned, if you would like;
  • Make an apology, where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again.

Service Concerns Process

Erewash Clinical Commissioning Group (ECCG) has developed a process for managing quality & patient safety concerns, incidents and issues. This process has been developed as a response to national drivers, such as learning from the Francis Report and evidence based good practice.  It provides a single point of access to raise quality and patient safety issues and it will be used to identify areas/services that need to improve patient safety and experience.  It will also facilitate improved communication, identify themes and trends, and inform commissioning decisions.

Service Concerns Process

Service Concerns Form

Compliments

Alternatively, if you feel that the practice is doing something well or you feel a particular member or group of staff went that extra mile to make sure you were provided the highest quality service, you can let us know. Speak to either a member of staff on the desk to obtain a compliments form or write a letter into the practice addressed to Mrs Julie Spencer.


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