If you would like to let us know about something we have done well please download the Compliment form
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 a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain 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 – ideally within a matter of days or at most a few weeks, this will enable us to establish what happened more easily.
Complaints should be addressed to the Practice Manager or any of the doctors. You can download our practice complaint form here Complaint form
What we shall do We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned, if you would like this
Make sure you receive an apology, where this is appropriate;
Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else 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 needed, unless they are incapable (because of illness) of providing this.
Complaining to the NewcastleGateshead Clinical Commissioning Group 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. But this does not affect your right to approach the CCG if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.