Feedback and complaints

For us to continue to improve, we need to know what we’re doing well and what we can do better.

Positive feedback

If you would like to thank a member of our team, please phone the practice or send us a letter. Your positive feedback helps us celebrate our colleagues who do a good job.

Complaints procedure

If you have a complaint, it’s important that we try to resolve it. Complaints should be raised with our practice lead. This can be done by phoning the practice. You can also send a written complaint to our practice if you would prefer. In most cases, our practice lead will be able to resolve your issue.

If you are not satisfied with the result of your complaint, you can raise it with Northumbria Primary Care’s complaints team at nencicb-nor.npc.complaints@nhs.net.

Your care will not be affected by making a complaint. You can also speak to a local advocacy group, like Healthwatch or PALS, to support you with your complaint.

Complaints should be made within 12 months of the event that is the subject of the complaint.

If the complaint is on behalf of someone else, we will need written consent from the patient to discuss their care with the complainant. If you are unhappy with the way your complaint has been dealt with and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (0345 015 4033). The PHSO makes final decisions on unresolved complaints about the NHS in England.