Patient Complaints

If you wish to register a complaint about any service you have received, the complaints officer is the operations manager who will deal with any complaint in accordance with our established procedure. Complaint forms are available from reception, or you can email sss.complaints@nhs.net. Alternatively  you can either pick up a complaints form from one of our surgeries or  download a copy of the form below:

• Patient Complaint form

• find out what happened and what, if anything, went wrong
• make it possible for you to discuss the problem with those concerned, if you would like this.
• where it is appropriate, make sure you receive an apology
• identify what we can do to prevent recurrence.
• inform you of the outcome of our investigation and advise how your complaint can be used to improve service.
• Inform you of NHS England and other services such as the Ombudsman (further information is contained within this policy.

• A child:  If in the course of investigating a complaint it becomes clear that the child is mentally emotionally and physically capable of pursuing a complaint themselves (Gillick Competent) then their consent must be obtained to allow someone to act on their behalf.

• Is incapacitated or has died: If a patient is incapacitated either mentally or physically, next of kin consent is required.  If the Practice is of the opinion that the person acting on behalf of an incapable individual or in respect of someone who has died is not a suitable person, the Partner(s) may refuse to deal with that person and nominate another person to act. This discretion will be exercised in only exceptional circumstances.