Complaints

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.

How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you would like to talk to someone, please call us on 01245 221777 and ask to speak to our Patient Services Manager or email them on reception.f81100@nhs.net.

We would hope to sort out your concerns before they need to be made as a formal complaint, however, if you wish to make a formal complaint, please do so as soon as possible – ideally within a matter of a few days. This should be in writing either to the email above or in letter format to the address above.

This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. We will then make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third-Party Consent Form can be provided by reception or via emailing above.

What we will do

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 20 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish.

When we investigate your complaint, we will look into the circumstances and if appropriate, make it possible for you to discuss the problem with those concerned; make sure you receive an apology and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigations.

Taking it further

If you remain dissatisfied with the outcome you may refer the matter to Mid and South Essex Integrated Care Board:

Telephone: 01268 594444
E-mail: Mseicb.complaints@nhs.net
In writing to: Mid and South Essex Integrated Care System, Phoenix House, Christopher Martin Road, Basildon, Essex, SS14 3HG

Date published: 20th September, 2023
Date last updated: 29th August, 2024