The Hawthorns Medical Centre aims to give a friendly and professional service to all our patients. The Practice operates a formal complaints procedure. If you have any comments, suggestions or complaints please contact the Practice Manager.
Download the complaints procedure (DOCX, 19KB)
You can make a complaint in several ways and we encourage complaints in writing or by email. Verbal complaints are not recommended as a paper trail is required to ensure that all aspects of your complaint can be thoroughly investigated and documented. Please access our Practice complaints form from the practice.
If you’re complaining on behalf of someone else, include their written consent with your letter as this will speed up the process.
You should expect an acknowledgement of your complaint within 3 working days of receiving your complaint. There’s no set timeframe within which a full response must be sent, and this will depend on the nature and complexity of your complaint.
Once your complaint has been received, the Practice must carry out a full investigation and provide you with a full written response. The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.
If your problem persists or you are not happy with the way your complaint has been handled, you have the right to take your complaint to the relevant ombudsman, details of which you can find here:
www.ombudsman.org.uk
Download the NHS England leaflet on how to give feedback or make a complaint.