Gas House Lane Surgery
Complaints Procedure
1. Introduction
Gas House Lane Surgery is committed to providing high-quality care and services to all our patients. We welcome feedback to help us improve and take complaints seriously in line with NHS complaints regulations (as updated by The Local Authority Social Services and NHS Complaints Regulations 2009 and NHS England guidance 2023).
2. How to Make a Complaint
We aim to resolve concerns quickly and informally, wherever possible. If your issue cannot be resolved in this way, you can raise a formal complaint either:
- Verbally (in person or by phone)
- In writing (letter or email)
- Via NHS England if you do not wish to complain directly to the practice
Please submit complaints within 12 months of the incident or from when you became aware of it. This time limit can be extended if there is a valid reason and the complaint can still be fairly investigated.
3. Who to Contact
You may address your complaint to:
- The Practice Manager
- A GP Partner
- NHS England Complaints Team (if preferred)
4. Complaint Handling Process
Once we receive your complaint:
- You will receive an acknowledgement within 3 working days
- We will agree with you on how your complaint will be handled, including the timescales for
- We aim to respond within:
- 10 working days (non-clinical matters)
- 25 working days (clinical matters)
- Up to 8 weeks for external clinical issues
We will:
- Investigate the complaint thoroughly
- Offer a written explanation or a meeting
- Apologise where appropriate
- Identify learning and make improvements
5. Complaining on Behalf of Someone Else
We adhere to strict confidentiality. If you are complaining on behalf of someone else, we need their written consent unless they are unable to provide it due to illness or incapacity.
6. If You Are Not Satisfied
If you are dissatisfied with the outcome, you can contact the Parliamentary and Health Service Ombudsman:
Website: www.ombudsman.org.uk Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
7. NHS England and Advocacy Services
NHS England Complaints:
Email: england.contactus@nhs.net (subject line ‘For the attention of the complaints team’) Post: NHS England, PO Box 16738, Redditch, B97 9PT
Tel: 0300 311 2233
Independent Advocacy Support:
Healthwatch Northumberland – ICAN Advocacy Tel: 0845 388 0042
8. Confidentiality
All complaints are handled confidentially. If records need to be accessed during the investigation, the patient or representative will be informed.
9. Learning from Complaints
- Complaints are reviewed monthly at the practice team
- An annual review identifies patterns or services
- Feedback is used to improve services, systems, and staff
Reviewed and Updated: June 2025 Next Review: June 2026