Complaints

Making a Complaint

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.

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you becoming aware of the matter 

If you are a registered patient, you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See the separate section in this leaflet for what to do in this case.

We are able to provide you with a separate complaint form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing it covers all of the necessary aspects.

Send your written complaint in the first instance to one of the following:

Clinical Complaints:                                                                        Admin Complaints:

Emily Orcheston-Findlay                                                               Sarah Herd

Clinical Complaints Manager                                                       Resilience Manager

McKenzie House                                                                            McKenzie House

17 Kendal Road                                                                              17 Kendal Road

Hartlepool                                                                                       Hartlepool

TS25 1QU                                                                                         TS25 1QU

Practice Complaints Procedure & Form



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