Complaints Procedure

We endeavour to give you the best service possible at all times, but there may be times when you have a complaint or concern about the service you have received from the doctors or staff working here, and you are entitled to ask for an explanation.

We operate an in-house complaints procedure to deal with our complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to look into and, if necessary correct any problems that may have arisen. The Practice Manager will always be happy to speak to patients either by phone or in person. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

You are, however, able to approach the CCG to raise a complaint on your behalf, but it is the CCG that determines whether to investigate concerns or refer them back to the practice. You are not able to raise your complaint with the CCG after you have received a response from the practice.

The procedure does not affect your rights to make a formal complaint to Complaints Officer, NHS Hertfordshire, Charter House, Parkway, Welwyn Garden City, Herts. AL8 6JL  0300 311 2233.

Please note, we have to respect our duty of confidentiality to patients, and patient’s consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question.

Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. You will normally be offered a meeting within 7 days to discuss the matter. You may bring a relative or friend to the meeting with you. We aim to report back to you within two weeks although, in some cases, more time may be required.

We hope to address your concerns fully, provide you with a suitable explanation, and discuss any action that may be taken. We trust that at the end of the informal meeting you will be satisfied that the matter has been resolved.