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How to Complain
If you have a complaint or concern about the service you have received from the doctors or any of the staff working within this Practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to us know as soon as possible, ideally within a matter of days or at the most a few weeks, this will enable us to establish what happened more easily. If it is not possible to do this, please let us have the detail of your complaint.
Time frames for complaints
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.
Complaints should be addressed to the Practice Manager Jo Penlington.
What will we do?
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within 28 working days from the date that you raised it with us. We shall then be in a position having collected any necessary evidence to have an informed discussion with you about your complaint.
When we look into your compliant we shall aim to:
- Investigate what happened and what went wrong
- Make it possible for you to discuss this problem further if required
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to ensure this problem does not happen again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
- Complaints advocates Healthwatch Central Bedfordshire
- Capability House,
- Wrest Park,
- Silsoe,
- MK45 4HR
- Telephone: 0300 303 8554
- Email: info@healthwatch-centralbedfordshire.org.uk
- POhWER– a charity that helps people to be involved in decisions being made about their care. POhWER’s support centre can be contacted via 0300 456 2370
- Advocacy People– gives advocacy support. Call 0330 440 9000 for advice or text 80800 starting message with PEOPLE
- Age UK– may have advocates in the area. Visit their website or call 0800 055 6112
- Telephone: 0800 148 8890
- E-mail: blmkicb.contactus@nhs.net
- Write to: Enquiries and Experience Team Office of CEO & Chair, 3rd Floor, Arndale House, The Mall, Luton LU1 2LJ