Complaints Procedure

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you have a complaint or concern about the service you have received from the doctors or any 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.  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 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 – because this will enable us to establish what happened more easily.

  • Within12 months from the date on which the event occurred,
  • Within 12 months from the date on which the event, which is the subject of the complaint, comes to the complainant’s notice.

Complaints should be addressed to the Practice Manager.  Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns.  The Practice Manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are specific as possible about your complaint.

What we shall do

We shall write to you to acknowledge your complaint.  We will look into the matter and will contact you again once we are 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 an apology, where this is appropriate;
  • Identify what we can do to make sure the problem doesn’t happen again.

Complaints to outside agencies

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

This does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the results of our investigation.  You can contact NHS England by post; NHS England, PO Box 16738, Redditch, B97, 9PT, or phone on 0300 311 22 33 (Monday to Friday 8am to 6pm) or email for further advice.

NHS Complaints Advocacy

Cloverleaf Advocacy has been appointed as the new NHS Complaints Advocacy service provider for Derbyshire residents from 1st April 2024. This is a service for anyone who need support to make a complaint about an NHS or NHS funded service. Support from an Advocate can be accessed at any point in the complaints process.

Please find a link to their website below and their contact details:

Cloverleaf Advocacy:

Tel: 01924 454874

Email: referrals@cloverleaf-advocacy

To make a referral, or find out more about the support they can provide, please contact Cloverleaf on 0300 012 4212 or via email to:

Complainants who remain unhappy following a response may also contact the Parliamentary and Health Service Ombudsman (also known as the Health Service Commissioner):

The Parliamentary and Health Service Ombudsman

51 Mosley St,
M2 3HQ

PHSO Customer Helpline 0345 015 4033 (8.30am to 5.30pm Monday to Friday), or text the ‘call back’ service on 07624 813 005