We are committed to providing high-quality, safe and compassionate care to all our patients. We welcome feedback, comments and suggestions, as these help us to understand your experiences and continually improve the services we provide.
We take all complaints and concerns seriously and treat them with sensitivity, respect and in confidence. If you are unhappy with any aspect of your care or the service you have received, we encourage you to let us know so that we can work with you to address your concerns.
All complaints are handled in accordance with NHS complaints procedures. We will listen carefully to your concerns, investigate them fairly and thoroughly, and provide a response explaining our findings and any actions we may take as a result.
Raising a complaint will not affect your right to receive care or the way you are treated by our team. We are committed to ensuring that every patient feels listened to, respected and supported throughout the process.
If you wish to raise a concern or make a complaint, please contact our practice team, who will be happy to explain the process and guide you through the next steps.
Your feedback matters to us, and we appreciate you taking the time to help us improve our services.
How you can give feedback
To provide feedback:
- In person: Speak to a member of our team during your visit.
- By telephone: Contact the practice by phone to share your comments or concerns.
- In writing: Send us a letter outlining your feedback.
- By email: Contact us using the practice email address, where available gmicb-sal.spctcomplaints@nhs.net
- Online: Use our website or any online feedback forms available to patients – Accurx
Support with Making a Complaint
We understand that making a complaint can sometimes feel difficult or overwhelming, particularly if you have accessibility needs, a disability, communication difficulties or require additional support.
If you need help to raise a concern or make a complaint, please let us know. We will do our best to support you and make the process as accessible and straightforward as possible.
You may ask for assistance with explaining your concerns, completing written information or communicating with our team. If you would prefer someone to support you or raise a complaint on your behalf, please speak to us so we can discuss the options available.
You can also seek independent support and advice from the NHS Complaints Advocacy Service in your area.
Please be assured that your concerns will be taken seriously and treated with respect, sensitivity and confidentiality. Raising a complaint will not affect the care or treatment you receive from us.
We are committed to ensuring that every patient has the opportunity to share their concerns and that no one is disadvantaged or prevented from making a complaint because they need additional support.