Medicus Health Partner
Willow House Surgery
We always try to provide the best possible service, but there may be times when you feel this has not happened. The reception staff are usually able to deal with most minor complaints, but if you wish to make a complaint of more serious nature, then please telephone or write to the Practice Manager. Please note that any complaint regarding a doctor or nurse must be put in writing.
We aim to acknowledge any complaint within 3 working days and we then try to investigate and report back the findings within 14 working days from acknowledgement.
Our practice complaint procedure is not able to deal with questions of legal liability or compensation. We hope you will allow us to look into, and if necessary correct, any problems or mistakes that you have identified. If you use this procedure it will not affect your right to complain to the NHS England Health Authority (0300 311 22 33).
To complain about a UK government organisation or the NHS in England you can contact the Health Ombudsman in the following manner:
Please note that we have to respect our duty of confientiality to patients. If a patient does not make the complaint in person, then his/her written consent will be necessary to allow us to discuss the matter with another person.
Our Practice’s complaint forms are available in the link below