Complaints and Compliments

Making a complaint is never easy but before you do please make sure that you have a valid reason (please think what is deliverable from the surgery and while we like to treat all patients as individuals sometimes a process needs to be in place so all patients can access our services based on a clinical need) to complain and that you’re someone with a right to complain.

If you’re complaining on behalf of someone else, you’ll usually have to include their written permission. If they can’t give permission, for example, because they are too ill, explain this in your details.

Keep your complaint to the point and as short as possible.

Try to work together with Hughenden Valley Surgeries as far as possible to sort out the problem.

List clearly the things you’re complaining about. Write them down in date order, with as many factual details that you can. For example, if you are complaining about the behaviour of your GP at an appointment, write down:

  • the date and place of the appointment
  • the name of the GP
  • the names of anyone else who witnessed the unacceptable behaviour.

Back up everything that you write – keep any documents you get.

Write the complaint in an unemotional way. Don’t make personal attacks on the staff you are complaining about – stick to complaining about the aspects of their behaviour that are unacceptable.

State the outcome you’re hoping for. This could be just an apology and an undertaking to behave differently in the future.

receiving a complaint is never easy for us as this would suggest that someone is unhappy with the service that they have received but we do use complaints to help us see what we could improve.

To raise a complaint please write directly to our practice manager.