The Practice endeavours to offer a friendly, professional, medical service to our patients.  We like to think we do this to a high standard most of the time.  However, things can go wrong and if this is the case we want to do our utmost to investigate the problem and apologise and prevent it from happening again.

The following information is designed to inform you of our procedures, what you need to do, and how we will respond.  Our Practice Manager, Louise Twist, manages our complaints procedure in conjunction with input from our clinical and administrative team. 

Making a complaint

Please let us know if you have any concerns or complaints about the service you have received from any of our staff.  We hope that most problems can be sorted out easily and quickly, often at the time they arise.  If this is not possible and you wish to make a complaint, please let us know as soon as possible.

How to make a complaint

Our complaints process is managed by our Practice Manager with clinical input from the partners and she is the first point of contact.  You can contact her:

In person:  Ask to speak to Mrs Louise Twist

In writing:  It is sometimes easier to put things in writing, please give as much information as possible and send it to the address at the top of the page


What we will do

Our complaints procedure is designed to allow us to settle any complaints quickly.  Your complaint will be acknowledged within 3 working days of receipt and we will aim to have investigated within 10 working days.  We will then be able to offer you an explanation or a meeting with those involved.  We will aim to:

  • investigate what happened and what went wrong
  • offer you the opportunity to discuss the problem with those concerned, if you would like to
  • ensure you receive an apology, if appropriate
  • identify what we can do to ensure the problem doesnt recur
  • 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, should a problem arise, you will use our complaints procedure as we believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

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

NHS England

PO Box 16738


B97 9PT

or by e-mail:

or by 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.  This should be sent to:

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.  If you are making a complaint on behalf of someone else we require written authority in the form of a signed note, 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

We constantly review our services to try and improve.  Please let us know if you think we have done something well or if you have any suggestions as to how we can do things better.  These should be sent to our Practice Manager at the address above or by e-mail:

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