Complaints Procedure


Talk to Us

We want to hear your feedback, whether good or bad, so we can make sure our service is working at its best. We are eager to hear examples of good practice so we can embed processes that work well; and to hear your concerns so we can improve those which are not working effectively.

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

Whether you have a compliment for our team, a complaint, concern or expression of dissatisfaction we are keen to hear from you and receive your feedback.


Who to Talk to

Your feedback can be given verbally in the first instance to our Patient Care Team or another colleague in person or over the phone, who will share your feedback and if there is a problem, aim to resolve your concern. This will then be looked into internally.

Most complaints can be resolved at a local level with our team. Please speak to a member of staff if you have a concern, or ask to speak a Patient Care Co-ordinator. Alternatively you can let us know in writing by letter addressed to our Operations Manager. We can help you to write down your complaint if you feel you need help to do so.


Investigating Complaints

Grove House Surgery will investigate all complaints effectively and in conjunction with existent legislation and guidance.


Timeframes for Complaints

NHS patients in England have 12 months from the occurrence to make a complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

In England, there are no time limits set for responding to a complaint, but if a response is not provided within six months from the date of the complaint, the practice must write to the complainant to explain the delay.

We will acknowledge all complaints within three business days; and investigate thoroughly - providing you with the findings as soon as we can.



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


Third Party Complaints

Grove House Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. Without this consent we will still investigate the complaint to ensure we are working safely and effectively, but the information we are able to share is likely to be very restricted to ensure the privacy of the patient. A third-party patient complaint form is available from reception.


Final Response

Grove House Surgery will issue a final response to all formal complainants which will include the outcome of the complaint. Should there be any learning outcome, we will inform you of what actions are being taken.


Advocacy Support and Further Action

  • Healthwatch on 0300 068 3000
  • POhWER support centre can be contacted via 0300 456 2370
  • Advocacy People gives advocacy support on 0330 440 9000
  • Age UK via 0800 0550 6112

If you are dissatisfied with the outcome of your complaint from this organisation then you can escalate your complaint to:

NHS England
PO BOX 16738
B97 9PT

If you are still dissatisfied with the outcome, you can also escalate to:

Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower