Complaints and feedback

At Cranwich Road Surgery, we take all complaints seriously and are committed to ensuring that patients are satisfied with the care and service they receive. We aim to deal with complaints courteously, promptly and sensitively, resolving concerns as quickly and effectively as possible.

Our approach is based on how we would expect our own concerns about a service to be handled. We view complaints as an opportunity to learn from mistakes, improve our services and respond to patients’ concerns with care and understanding.

All written complaints should be addressed to the Practice Manager.

If a patient wishes to make a complaint by telephone or in person at reception, they will be offered the opportunity to speak with the Practice Manager. If the Practice Manager is unavailable, the patient will be contact when the Manager becomes available and appropriate arrangements will be made for the patient to speak with them.

The Practice Manager will discuss the complaint with the patient in private, either in person or by telephone, and will record the details of the concern. Every effort will be made to resolve the matter at the time. If this is not possible, the patient may be asked to submit their complaint in writing.

Any written complaint received will be passed directly to the Practice Manager, who will investigate the matter in consultation with the responsible Partner and, where appropriate, discuss the concerns with any staff members involved.

Where a complaint relates to an aspect of clinical care or concerns the Practice Manager personally, the complaint will normally be referred to the responsible Partner for investigation and response.

We will acknowledge receipt of all complaints within five working days and advise the patient of the complaints procedure. We will aim to investigate the complaint and provide a full response within 25 working days of receiving it.

If we are unable to complete the investigation and provide a response within this timeframe, the patient will be informed of the reason for the delay and advised when they can expect to receive a full response.

Comprehensive and accurate records will be maintained for all complaints received.

All correspondence and documentation relating to a complaint will be stored separately from the patient’s medical record, in accordance with relevant confidentiality and record-keeping requirements.

Methods of complaint: 

• Use the link above 
• Speak to our Practice Manager
• E-mail us at nelondonicb.cranwich@nhs.net
• Write to us 

If you are still unsatisfied with the way your complaints were handled you may contact the relevent service mentioned below: