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.

Local Resolution

We will acknowledge your complaint within 2 working days. In many cases it should be possible to resolve your complaint straight away. However, sometimes complaints need fuller investigation. We aim to offer you an explanation within 10 working days of the date when you raised it with us.

To pursue a complaint please complete this form email us smc.administration@nhs.net you will recieve an auto reply but please be rest assured that the email will be actioned and our Reception Managers shall respond. 

If you are dissatisfied with the response from us, please follow the complaints pathway for NHS England.

NHS ENGLAND Route

If you do not wish to approach the Practice regarding your complaint – you can contact 

The NHS Complaints Advocacy Service

POhWER

PO Box 17943

Birmingham

B9 9PB

Tel: 0300 456 2370

Or NHS England for the attention of the complaints manager – england.contactus@nhs.net

It is important to make your complaint as soon as possible after the event you want to complain about has happened.

A complaint must be made within 12 months of the event.

Take it Further
Complain to the Ombudsman

If, after receiving our final decision, you remain dissatisfied you may take your complaint to the Ombudsman.

The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint, and tell the NHS how to put things right if it has got them wrong.

The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint and it will generally not look into your complaint if it happened more than 12 months ago, unless there are exceptional circumstances.

Address:

Parliamentary & Health Service Ombudsman
Tower 30
Millbank
London SW1P 4QP

Phone: 0345 015 4033

E: email the Ombudsman

However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.

Sheepcot Medical Centres Complaints Policy can be found here Complaints Policy