Complaints & Feedback

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.

If you are a patient at Firs House or Telegraph Street Surgery you have experienced a problem or have a concern, you are invited to use our complaints procedure.

Complaints Procedure
If as a registered patient at Firs House or Telegraph Street Surgery you have a problem you are invited to use our Complaints Procedure.  We believe this will give us the best opportunity to put right whatever you feel has gone wrong.  In turn this will help us improve our practice and facilitate other patients.

By using our Complaints Process this does not affect your right to approach the Primary Care Trust locally.  Should you feel that you cannot raise your complaint with us, or you are dissatisfied with the way we are dealing with your complaint, you can contact NHS England, the organisation which manages complaints for Primary Care.

• Telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding bank holidays) 
• Email:
• Write to: NHS England, PO Box 16738, Redditch B97 9PT

Making a Complaint
Should you have any complaints or concerns regarding the service that you have received from the doctors or staff working for our practice, please let us know.

We trust that most problems can be sorted out easily and quickly, often at the time 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 let us know as soon as possible.  It is helpful to investigate any incident as soon as possible to establish exactly what happened.  If this has not been possible please still let us know the full details of your complaint/concern.

The Practice Manager, Charlotte Doyle, will be pleased to deal with any concerns you have.  They will explain the procedure to you and make sure that your complaint is dealt with promptly.

You can make you complaint in person by asking to speak to the Practice Manager.  You can also put your complaint/concern in writing for the attention of the Practice Manager.

What Happens Next?
We wish to ensure that any complaints are settled as quickly as possible.

Your complaint will be acknowledged within three working days of receipt.  This acknowledgement will give you an estimated timeframe for the completion of our investigation.  After that we will be in a position to offer an explanation or a meeting with those concerned.

Our Process
When we look into your complaint we aim to find out what happened and what went wrong.  We try to make it possible for you to discuss what happened with those concerned.  We will ensure you receive an apology when appropriate.  Once we have identified the difficulty we try and ensure that this does not happen again.

At the end of our investigation your concerns will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else
We must adhere to rules of medical confidentiality and therefore if you are complaining on behalf of another patient you must have personal permission from that patient to do so.  A note signed by the person concerned will be needed unless they are incapable of providing this.

Helpful Information
CCG Patient Advisory Liaison Service at

 Box 53
 Cambridge University Hospitals
 NHS Foundation Trust
 Hills Road
 CB2 0QQ

01223 216756


CQC – 03000 616161 –

The regulations changed with regard to NHS Complaints Procedure in April 2009.  If you are dissatisfied with the responses to your complaint, you may ask the Parliamentary and Health Service Ombudsman to review your case.  The Ombudsman has taken the place of The Healthcare Commission, and will assess the performance of those who provide Health Care Services to patients.

They can be contacted at:
The Parliamentary and Health Service
Millbank House
Millbank, London
Phone – 0345015 4033

Help us to get it right!
Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

01223 234 286

Firs House Complaints Procedure


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