Privacy Notice

Complaints Procedure

We endeavour to offer our patients a friendly and professional service but acknowledge that sometimes it can go wrong.  If this is the case we want to do our upmost to investigate the problem and put it right.

Making a complaint

If you have any concerns or feel you need to complain about the service you have received from a member of our team please let us know.  We hope that most problems can be resolved easily and quickly, often at the time they arise.  If this is not the case please let us know as soon as possible

How to complain

Our complaints process is managed by our Practice Manager, Louise Twist, with clinical input from the Partners.  The Practice Manager is the first point of contact.  You can do this:

In person - ask to speak to Mrs Louise Twist

In writing: some complaints are easier to explain in writing.  Please give as much information as possible and send to the Practice Manager at the above address or by e-mail to

What we will do

Our complaints procedure is designed to enable us to investigate and settle any complaint as quickly as possible.  Your complaint will be acknowledged within 3 working days and dealt with within 10 working days of receipt.  We will then be able to offer you an explanation or a meeting to discuss it further.  We will:

  • investigate what happened and what went wrong
  • offer you the opportunity to discuss the problem with the person concerned if you would like
  • ensure you receive an apology if appropriate
  • identify what we can do to make sure it doesnt happen again
  • at the end of the investigation your complaint will be discussed with you either in person or in writing
  • reassure you that the Practice takes all complaints seriously

What you can do next

We hope that you will use our complaints procedure if you have a problem as we believe this will give us the best opportunity to put right whatever went wrong and improve our practice.

You do, however, have the right to complain to the NHS body, NHS England, if you feel unable to raise your concerns with us or you are dissatisfied with the way we have dealt with your complaint.  They can be contacted as follows:

NHS England

PO Box 16738


B97 9PT

or by e-mail:

or telephone:  03003 11 22 33

If local resolution is not achieved you also have the right to refer your complaint to the Health Service Ombudsman who will require a clear statement of what issues remain outstanding.  They can be contacted as follows:

Parliamentary and Health Service Ombudsman

Millbank Tower


London  SW1P 4QP

Helpline:   0345 015 4033



Complaining on someone elses behalf

The Practice adheres to strict medical confidentiality rules and would require a written authority from the patient concerned unless they are incapable of doing so because of illness.

Complaining about the District Nursing Service

Complaints about the district nursing service should be sent to:

Customer Care Team

Kent Community Health Trust

Trinity House

110-120 Eureka Park

Upper Pemberton


Kent  TN25 4AZ

Telephone:   0300 123  1807

Help us get it right

The Practice constantly reviews its processes to improve the service it offers.  Please let us know if you think we have done something well or if you have any suggestions as to how we can do it better and send to the address above or to

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