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Our Complaints Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at NDR
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, EMAIL your complaint to the Surgery Complaints Manager using our secure online form
If for any reason you do not want to complain directly to us you can request that the Kent and Medway Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf.
A complaint can be made verbally or in writing. A complaints form is available from reception or can be completed here.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will respond to within three business days to acknowledge your complaint. (via email this is an automatic response to your email)
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- Local Council can give advice on local advocacy services
- Other advocates and links can be found on this PHSO webpage
Further action
If you are dissatisfied with the outcome of your complaint from either Kent and Medway ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at eIther:
- Milbank Tower, Milbank, London SW1P 4QP
- Citygate, Mosley Street, Manchester M2 3HQ. Telephone: 0345 015 4033
The NHS England website also provides information on how to make a complaint