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.

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.  Alternatively, ask to speak to the Practice Manager, but note this may need to be a booked appointment

A complaint can be made verbally or in writing.  A complaints form is available from reception. Additionally, you can complain via email to:

lscicb-csr.newlongtonsurgery@nhs.net

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The Practice Manager will respond to within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint