Most issues can be sorted out quickly and easily, at the time they occur, with the person concerned.
Our team of Senior Managers can help with any administrative or non-medical aspects of your health and treatment. They are available to listen to your comments, suggestions or complaints. We aim to give you the highest possible standard of service and deal quickly with any problems.
If you feel your issue has not been resolved, you can make a formal complaint, preferably in writing, by completing a Complaint Form for the attention of the Practice Manager. You can find further information in our Complaints Leaflet and Easy Read Complaints Leaflet. These forms can also be collected from the surgery.
If you are making a formal complaint, please do this within a few days of the event if possible. This enables us to find out what happened more easily. All formal complaints should be made with 12 months of the event.
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. Please ask Reception for more information and a third-party authority form.
We will acknowledge receipt of your formal complaint within 3 days. You may then receive a written reply or an invitation to meet the person concerned, if you wish, to try to resolve the issue. If it is likely to take longer than this, we will let you know and keep you informed throughout.
Making a formal complaint will not adversely affect your ongoing healthcare at the surgery. We will act fairly and compassionately and aim to settle the situation as soon as possible and to a satisfactory conclusion. When looking into a complaint we see if there is something we can learn from it and take action to avoid a similar situation.
We prefer to be given the opportunity to resolve any complaints ourselves in the first instance, but you may forward your complaints directly to the Patient Experience Team. You can not raise the same complaint with the surgery and the Integrated Care Board (ICB).
Email [email protected]
Telephone: 0115 8839570 or
By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
If you are not satisfied with the outcome you can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033. More information can be found on website www.ombudsman.org.uk