Complaints Policy

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.

To pursue a complaint please contact the practice using our secure online form and we will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

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 on their website

You may also make your complaint directly to:

NHS Kent and Medway Patient Experience Team who are the commissioner of the service:

Address: Patient Experience Team, 2nd Floor, Gail House, Lower Street, Maidstone, Kent.  ME15 6NB

Telephone: 01634 335095 Option 7
Email: kmicb.patientexperience@nhs.net

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.