Complaining about your GP or Practice

If you have a complaint about the services you have received from the Doctors or any of the staff working in this Practice, please let us know. You can ask to speak to the Practice Manager either by phone or in person, or you can put your concerns in writing by letter.
Alternatively, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of your investigation, you can contact the NHS England Customer Contact Centre on 0300 311 22 33 or e-mail them on advocacy@ecstaffs.co.uk.
For more information on any of the complaints procedures take a look at our comments and complaints leaflet.

How to complain

In the first instance write to the Practice Manager, who will be able to offer you advice on the complaints procedure. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problems, or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable because of illness of providing this.

Complaining to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure. However if you feel you cannot raise your complaint with us or you are dissatisfied with the result of your investigation, you can contact the NHS England Customer Contact Centre on 0300 311 22 33 or e-mail england.contactus@nhs.net. Alternatively, you can write to NHS England, PO Box 16738, Redditch, B97 9PT.

The Next Stage

If you’re not happy with your GP surgery’s reply, you can refer your complaint to the Parliamentary and Health Service Ombudsman. The Ombudsman carries out independent investigations into complaints about government departments, their agencies and the NHS. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or see their website for more information about contacting the Ombudsman.