How to make a complaint

We are aware that things can go wrong resulting in an unsatisfied experience. Please contact us to advise us about any concerns you may have.

Please note – In future your care will not adversely be affected because you have made a complaint. We take all comments seriously and only ever use the information to review our services and make improvements, where needed. The fact that you have made a formal complaint and our response is not filed in your notes to protect your confidentiality.

Complain on someone else’s behalf

If you are making a complaint on behalf of someone else, even if they are within your family, you must have their written permission to do so. In these circumstances, a written letter of authority will be required before we can respond to your complaint unless the patient is not able to sign this due to existing medical problems.

Please ask at reception for a third party authority form to enable a complaint to be made by someone else if required.

Parliamentary and Health Service Ombudsman

The parliamentary and health service ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level. The Ombudsman is independent of government and the NHS. The service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although they can be waived if there is a good reason to do so.

If you have questions about whether the Ombudsman will be able to help or about how to make a complaint you can contact them in the following ways:

To take your complaint to the Ombudsman, visit the http://www.ombudsman.org.uk/make-a-complaint or call 0345 015 4033.