Complaints

Who can make a complaint and what consent do you need?

If you have personally experienced a negative situation during your care, you are welcome to submit a formal complaint. Should your complaint involve other organisations, such as social services, we may require your written consent to communicate with them.

Alternatively, you may be concerned about the experience of a friend or relative. In such cases, you can raise a complaint on their behalf, provided you have their explicit consent. It is important to note that we are unable to discuss the matter with you until the patient has provided their written consent.

To ensure patient confidentiality, written consent will be requested upon receiving your complaint. Additionally, in some circumstances, we may still need to speak directly with the patient themselves.

If the patient is unable to provide consent due to illness or an unforeseen event, it may still be possible to address your complaint. Please explain this situation in writing, providing clear details as to why consent cannot be obtained.

This process is essential as we adhere to strict guidelines regarding medical and personal confidentiality.

It is always recommended that you try to raise your complaint in writing as this helps to make sure there is an accurate record of the concerns raised for everyone. You can do this by writing to the surgery address or via email at: kmicb.sandgateroadsurgery@nhs.net

Please make sure on the subject line you clearly state that it’s a complaint with: For the attention of: The Practice Manager. 

Alternatively, if you would prefer not to complain directly to the surgery, you can send your complaint to South East Complaints Hub, which is responsible for investigating complaints regarding GP services for Kent and Medway ICB.

E-mail: Frimleyicb.southeastcomplaints@nhs.net
Post: South East Complaints Hub, NHS Frimley Integrated Care Board, King Edward VII Hospital, St Leonards Road, Windsor, SL4 3DP
Telephone: 0300 5610290.

Please contact the Health Complaints Advocacy Service if you need support writing your Formal Complaint. Or you can email them at: info@theadvocacypeople.org.uk
Telephone: 0330 440 9000

We aim to acknowledge all complaints within 5 working days. We will then obtain the relevant information and statements from staff so that we can respond to the concerns that you have raised. We may reply to your original email to confirm the details of your complaint to ensure we have all relevant information.

You will receive a written response from us, and we aim to do this within 10 working days. However, complaints can sometimes take longer to investigate and if we are not able to reply to you within these timescales we will inform you of the planned response date.

If you are dissatisfied with the response that you have received, please let us know so that we can ascertain whether there is anything else that can be done.

Alternatively, you have the right to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) which makes final decisions on unresolved complaints about the NHS in England and their service is free. Complaints should usually be referred to the Ombudsman within 12 months.

To take a complaint to the Ombudsman:

• By post:
  The Parliamentary and Health Service Ombudsman
  Millbank Tower
  Millbank
  London
  SW1P 4QP
• Telephone: 0345 015 4033
• Website - www.ombudsman.org.uk