Complaints Procedure

Whilst we make every effort to provide you with the highest standard of care we appreciate that you may feel less than satisfied at times. If you have a complaint, in the first instance please discuss it with a member of our team or, if you prefer, ask to speak to the Practice Manager. 

You may be asked to put your complaint in writing, which we will respond to and investigate. You can also email our Practice Manager directly at complaints.carnarvon@nhs.net

If the complaint is of a clinical nature, it will be passed to our Clinical Lead.

We would like to inform all our patients that if they need to make a complaint, it will be dealt with without any discrimination from our practice.

A copy of this Complaints Procedure is available in the waiting room for Patients to read at Carnarvon Medical Centre .

If a complaint is unresolved, the patient may like to take the complaint further. If the Patient wishes, they may contact NHS England for further guidance. Please use the following information for this:

Tel: 0300 311 2233
E-mail: england.contactus@nhs.net

General Post (including complaints):

NHS England, PO Box 16738, Redditch, B97 9PT

Address for service of legal proceedings and formal letters of claim:

NHS England, Legal Team, 4W08 4th Floor, Quarry House, Leeds LS2 7UE.

NB

If a complainant wishes, they may contact NHS England Complaints, in the first instance on the above contact details, if they wish to make a complaint, rather than go through the Practice.

The patient may feel that the complaint is unresolved and may take the complaint further. Everyone concerned with the complaint whether it is an administrative or a clinical complaint should co-operate with the Patient’s wishes in order to conclude the complaint to the satisfaction of all parties.

Ultimately if the complaint remains unresolved, the second and final stage is referral to the Health Service Ombudsman.

Support in making a complaint is also available from the Independent Complaints Advocacy Service (ICAS) on the main helpline number : 0300 456 2370.

The Essex POhWER ICAS Helpline Line Number is: 0845 456 1083 Fax: 0845 337 3051.

Ultimately if the complaint remains unresolved, the second and final stage is referral to the Parliamentary and Health Service Ombudsman.

Helpline: 0345 015 4033

Fax: 0300 061 4000