We make every effort to provide a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let any member of staff know.

Making a complaint

Many concerns can be resolved informally by speaking to us when the problem arises.  This may be the approach you may wish to try first and gives us the opportunity to fix things quickly. 

However, we understand that you may wish to make a more formal complaint.  You can do this, preferably in writing, as soon as possible after the event and ideally within a few days. In any event, this should be:

• Within 12 months of the incident,
• or within 12 months of you discovering that you have a problem.

State your case clearly giving as much detail as you can. If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority – see further details below.

Complaining on behalf of someone else

We are bound to keep to the strict rules of medical and personal confidentiality.  This means that we are unable to discuss any issue relating to someone else without their express permission and will  require their written consent to confirm::

• the patient is unhappy with the service they have received from us and wishes to raise a complaint
• gives authority for a third party to raise and deal with the complaint on their behalf
• understands and gives authority that in the process of dealing with the complaint may result in medical information being discussed with the person who is acting on their behalf.
• In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.

A Third party consent form (link below) will need completing which contains a suitable authority from the pateint to enable the complaint to be handled by a third party on their behalf. 

Where the patient is incapable of providing consent due to illness, accident or mental capacity, please provide details.

If you are complaining on behalf of a child or young person who is capable of making their own complaint, we will expect that child or young person to contact us themselves to lodge their complaint.

Who to complain to

The Practice Manger and Deputy Practice Manager are the persons responsible for Complaints at Station House Surgery.  You can contact them: