Comments & Complaints
We are always keen to hear of ways in which we can improve our care for patients and your feedback is important to us. Comments and suggestions can be made in writing, by telephone, via email (queen.square@gp-P81013.nhs.uk) or in person, ideally addressed to Joan Hanson (Practice Manager) or Jonathan Whitford-Bartle (Practice Director).
You are welcome to join our Virtual Patient Group by completing a short form.
Complete the Patient Group Sign-up Form Online
We will keep you informed of practice decisions and also ask your opinion on current affairs.
If you feel that our services have failed to meet your needs, please let us know. Informal concerns can be raised in person or by letter with Joan Hanson. If however, you wish to make a formal complaint, a copy of our Complaints Procedure can be obtained from Reception and the complaint should be made in writing to Mr Jonathan Whitford-Bartle. We strive to deal with any complaint, no matter how trivial or major, in a quick, efficient manner.
If we are unable to resolve the issue we may, if appropriate, refer your complaint to the Healthcare Commission.
ALL complaints, concerns and enquiries regarding Independent Contractory Services (e.g. GP, Dentist, Pharmacy, Opticians) should be directed to:
P.O. Box 16738
Tel: 0300 311 2233 (Monday to Friday 8am-6pm) (Excluding English Bank Holidays)
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.