Comments & Complaints

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At Whiteparish we aim for the highest standards of care and attention for our patients and are continuously trying to improve the service we offer to our patients. If you feel we fell short on this occasion, we would very much welcome any feedback on areas which you think could be better.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Whiteparish Surgery.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to?

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint. Alternatively, ask to speak to the Practice Manager, Sarah Trompetas.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England

PO BOX 16738

Redditch

B97 9PT

03003 112233

england.contactus@nhs.net

A complaint can be made verbally or in writing.  A complaints form is available from reception or you can complete a secure online form here

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.

Your complaint will be acknowledged within three business days.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Whiteparish Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.  

Confidentiality

Whiteparish Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

Whiteparish Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception or you can complete a secure online form here.

Final response

Whiteparish Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.