Complaints and Compliments and Zero Tolerance

How to submit a compliment

As a practice we always strive to meet patient expectation and deliver the highest standards of healthcare. For the vast majority of our patients we achieve this, despite the finite resources and steadily increasing demand for services that exists today within the NHS. All of the staff at the practice are extremely valued members of our team and we are always happy to receive feedback from our patients. Should you wish to submit a compliment regarding your care with us, a member of our team or your experience/visit with us, please feel free to drop an email for the attention of the practice manager to the email address below or telephone Joan Whitehouse, PA to the Partners.


How to complain

In the first instance, please discuss your complaint with the staff member concerned or with either Joan Whitehouse PA to the Partners, Kay Taylor, the Practice Manager, or Teresa Kelly or Karen Lawman-Reception Supervisors, who will try to resolve the issue or offer you further advice on the complaints procedure.  If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days and preferably in writing or via email  to addressed to The Practice Manager.  This will enable the Practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have the details of your complaint within the following timescale:

Within 6 months of the incident that caused the problem


Within 6 months of discovering that you have a problem, provided this is within 12 months


Complaining on behalf of someone else

Please note that Great Oakley Medical Centre keeps strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, the Practice needs to know that you have permission to do so.  A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.


If you feel you cannot raise your complaint with us

The Practice Management Team hope that if you have a problem you will use the Practice Complaints Procedure.  However, if you feel you cannot raise your complaint with us, you can contact NHS England, the NHS Commissioner, who leads the National Health Service in England. 

The contact details for NHS England are:

Telephone:  0300 311 2233 Mon - Fri 8am - 6pm, except Wednesdays 9.30-6pm, and excluding bank holidays

Email: marked 'for the attention of the complaints team' in the subject line

Postal address:

NHS England, P O Box 16738, Redditch, B97 9PT


If you need help in making a complaint

If you need help in making a complaint, the NHS Complaints Advocacy can help.

NHS Complaints Advocates provide free independent advice and support for people making a complaint about their NHS treatment or services.

Contact details are as follows:

Telephone:  0300 330 5454                     Textphone:  0786 002 2939       Website:

Postal address:

NHS Complaints Advocacy, Doddridge Centre, 109 St James Road, Northampton, NN5 5LD


If you are unhappy with the outcome of your complaint

If you are not happy with the response from this Practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) who investigates complaints about the NHS in England.  The contact details are as follows:

Telephone helpline:  0345 015 4033

Email:   Website:

Postal address:

PHSO, Millbank House, Millbank, London, SW1P 4QP


Zero Tolerance

All staff at Great Oakley Medical Centre work hard to provide an excellent service for all our patients.

We are not here to suffer verbal or physical abuse from patients, their relatives or members of the public.

Any patients or their relatives who use threatening or offensive behaviour, either verbal or physical, in person, on the phone or online to any member of staff or Clinician at this practice will be moved from the practice list.




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