Complaints Procedure

We endeavour to give you the best service possible at all times; if, however, you feel this has not been the case and have a complaint or concern, please let us know. We operate a practice procedure as part of an NHS system for dealing with complaints.

What You Should Do

We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint we would like you to let us know as soon as possible.

Complaints in writing should be addressed to Maxine Tyson, Practice Manager. Alternatively you may request an appointment with Maxine in order to discuss your concerns.

What We Will Do

We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date that you raised it with us. We will then offer you an explanation, or a meeting with the people involved.

Complaining On Behalf Of Someone Else

Please note that we keep strict 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 incapable of doing so (due to illness).

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

If you require help in complaining you can contact:

Health Watch Cumbria on 0300 303303 8567

However 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 way we are dealing with your complaint.

NHS England Complaints PO Box 16738 Telephone: 0300 11 2233 Email:

The Health Service Ombudsman for England 11th Floor Millbank Tower, Millbank, London SW1 4QP

Telephone 0345 015 4033