Complaint Procedure

At Cranwich Road Surgery we take complaints very seriously. We try to ensure that all our patients are satisfied with their experience. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We aim is to deal with individual complaints the way  we would like to be dealt with.  We learn and improve from each complaint/ feedback and we aim to respond topatient's concerns in a caring and sensitive way.

1.  All written complaints must be addressed to the complaints manager.

Complaints form

2. If a patient complains on the telephone or at the reception desk, we refer patient to the practice  manager where necessary.  If the manager is not available at the time, then the patient will be contacted by the manager at her earliest availability.

3. The practice manager will speak with the complainant in private, either in person or on the phone and will log the complaint made, every effort will be made to resolve the issue at that time.  If the complaint cannot be resolved the practice manager will ask the complainant to make a written complaint.

4. If a written complaint is submitted it will be passed immediately to the practice manager who will investigate the complaint with the responsible partner and discuss it with those cited in the letter.

5. If a complaint is about any aspect of clinical care or the practice manager, it will normally be referred to the responsible partner for response.

6. We will acknowledge the patient’s complaint and the patient will be advised of the complaints procedure this should happen within three working days.  We will seek to investigate the complaint and respond fully within 20 working days of receipt of the complaint.  If for any reason we are unable to investigate and respond in that time frame we will notify the patient and give an explanation of the delay and inform them of when they can expect a complete response.

7. Comprehensive records will be kept for any complaint received.

8. We will ensure that the correspondence relating to the complaint will be kept separate from the patients’ medical record.

9. If patient is not satisfied with the result of our procedure then a complaint may be made to the following:

NHS Commissioning Board

NHS England

PO Box 16738


B97 9PT

Tel: 0300 311 22 33



The Parliamentary and Health Services Ombudsman

Millbank Tower




Tel: 0345 015 4033



If you would like free, independent advice and advocacy you can contact:

For more information on Hackney's Health and Social Care Complaints Charter please see the attachment:

Hackney Health and Social Care Complaints Charter

We also welcome you to join our PPG (Patient Participation Group) to help us improve our service. If you want further information please speak to our Team leader

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