Suggestions, Comments and Complaints
We aim to provide patients with the best care we can, but we will sometimes fall short of the mark.
If you have any compliments, comments, concerns or complaints about our service, we want to hear about it.
We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager – but if you prefer to give your feedback in writing, please send it to the Practice Manager at the surgery address.
You can also send us a message via the practice website here, or by filling in one of the forms in the waiting room and putting it in the feedback box or handing it to Reception.
If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong.
Alternatively, you have the right to approach NHS England if you do not feel comfortable in contacting us directly and raise your complaint directly with them.
If you would like free help or support when making a complaint, residents of West Sussex may contact the Independent Health Complaints Advocacy Service (IHCAS).
The contact details for the new IHCAS service are:
Tel: 0300 012 0122
Office: Healthwatch West Sussex,
Billingshurst Community Centre,
If, having made a formal complaint, you have received a response from us and you are not satisfied with that response, you can refer the matter to the Parliamentary and Health Service Ombudsman, who are independent of the NHS and government.
You may contact the PHSO via their helpline on 0345 015 4033, or go to https://www.ombudsman.org.uk/making-complaint for more information.