Complaints Policy

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints.


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.  This should be done in writing ideally, within a matter of days or at most a week to enable us to establish what happened accurately.

Complaints should be addressed to Jenny Goodyear, Practice Manager or any of the doctors.  Alternately, you may ask for an appointment with Jenny Goodyear in order to discuss your concerns.  She will explain the complaints procedure and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about the nature of your complaint.


 We will acknowledge receipt of your complaint within two working days and aim to have investigated the matter within 15 working days from the date the complaint was raised.  We will then be in a position to offer you the outcome of our investigation in writing or if necessary, a meeting with the people involved.

When we look into your complaint, we shall aim to:

  • Find out what happened
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology or full explanation where this is appropriate
  • Identify what we can do to ensure the problem doesn’t happen again


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 required, unless they are incapable (because of illness) of providing this.


We hope that if you have a problem you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you feel you cannot raise your problem with the surgery, or if you are not satisfied with the outcome of your complaint to the surgery, you can approach NHS England to escalate the matter:

  • Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding bank holidays)
  • Email:
  • Write to: NHS England, PO Box 16738, Redditch B97 9PT

If you are still unhappy with the final response to your complaint and would like to take the matter further, you have the right to contact the Parliamentary and Health Service Ombudsman to ask them to investigate.  It is important that you make your complaint to the Ombudsman as soon as you receive the final NHS response as there are time limits for the Ombudsman to look into complaints.

  • Website:
  • Telephone: 0345 015 4033.
  • By post: Parliamentary and Health Service Ombudsman, Millbank Tower, 21-24 Millbank, London, SW1P 4QP.

For more information about making and escalating a complaint, contact Healthwatch Cambridgeshire and Peterborough:

0330 355 1285 (local call number)

By post: Freepost RTHA-RTYE-SATT, Healthwatch Cambridgeshire and Peterborough, 6 Oak Drive, Huntingdon, PE29 7HN


The doctors and staff are very interested to know what you think of the services we offer at the surgery.

There may be times when you wish to comment about our work and on other occasions when you have a good idea for improvement.


If you have a comment or suggestion, then please write to or ask for Jenny Goodyear, our Practice Manager.

If you would prefer to speak to a doctor, we can arrange an appointment with one of the partners. Please contact Jenny in the first instance.

We would like to apologize to all our patients for the unacceptably slow service from the dispensary. We are aware that we have been unable to fulfil the turnaround times for repeat prescriptions that we had promised, and we are also aware that many patients have had to queue for long periods of time to collect their medication.

We have been facing unprecedented demand at a time when we are looking to recruit a new dispensary manager and when we have had high levels of staff sick leave.

Please be assured that we are taking active steps to improve the dispensary and we hope to be able to provide a better service in the New Year.