Suggestions, Comments and Complaints

There may be times when you feel you have not received the appropriate care or treatment, either clinical or service. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. However, if your problem cannot be dealt with in this way please let us know, ideally within a matter of days, to give us the opportunity to establish what happened and put things right more easily.

We have a complaints procedure as part of an NHS system for dealing with complaints. In the first instance complaints should be addressed to the practice manager, either verbally or in writing. He will explain the complaints procedure to you and will make sure that your issue is dealt with promptly.

You can provide feedback online by completing our Feedback and Complaints triage.

Alternatively you can contact PALS who in turn will contact the practice.

How to contact PALS

Telephone: 0800 032 32 35

Text mobile facility no: 07919 466 212

Email: ddccg.PALS@nhs.net

Patient Advice & Liaison Service

NHS Derby and Derbyshire CCG
Cardinal Square
10 Nottingham Rd
Derby DE1 3QT

We aim to acknowledge receipt of your complaint within three working days and to have looked into it, and hopefully have resolved the matter, within ten working days .

We do of course keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

If you remain dissatisfied you may refer the matter to The Parliamentary and Health Service Ombudsman at www.ombudsman.org.uk.