Complaints Policy

Complaints Procedure

We are always looking for ways to improve the care we give our patients and from time to time we will carry out some surveys. We would appreciate your cooperation in helping us with these surveys by completing the forms when they are given to you.

Should you have a complaint about any matter, please ask the Receptionist for our Complaints Pack, which details our Complaints procedure.

Please use the form below to send us your feedback online.

Make a Complaint

Take it further

If you were to be dissatisfied with the response from the surgery giving time for them to look into the complaint, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made direct to the address given below:

Millbank Tower, Millbank, London SW1P 4QP

Helpline: 0845 015 4033
Online: Visit the Ombudsman website

Or you may wish to contact

NHS Complaints Advocacy Service, SEAP Hastings, Upper Ground Floor, Aquilla House, Breeds Place, Hastings, East Sussex, TN34 3UY

Telephone: 0330 440 9000
Online: Visit the Ombudsman website or Visit SEAP website here

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.

Contact the commissioner

If people want to make a complaint about primary care services to the commissioner, the way to do this is changing. Rather than contacting NHS Frimley (SECH), people will contact the NHS Kent and Medway Patient Experience Team via:

NHS Kent and Medway ICB
Patient Experience Team
2nd Floor, Gail House
Lower Stone Street
Maidstone
Kent
ME15 6NB
Telephone: 01634 335095 Option 7
Email: kmicb.patientexperience@nhs.net

The Patient Experience Team is available from 8am to 4pm, excluding weekends and Bank Holidays, and will aim respond as soon as possible within 3 working days.