Enquiries, Complaints & Compliments

Complaints

We hope that you receive the service you need for your care.  If not, most problems can be sorted out quickly and easily, often at the time that they arise with the person concerned and this should 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 for investigation, you should do so preferably in writing as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.  It is helpful if you can explain what happened, why you are dissatisfied and what outcome you are seeking.

Complaints can be sent by post, by email to martocksurgery@nhs.net or via this page.

You can complain about your own care but due to confidentiality, you are unable to complain about someone else’s treatment without their written authority.

We will investigate the complaint and provide our response to the issues raised usually within 10 working days.  When looking into a complaint we will attempt to see what happened and why, to see if there is something we can learn from.

Our response will include details of our investigation and outcome, and also your right to escalate the matter further if you remain dissatisfied with our response.

For further information, please see our:

Complaints Leaflet_April 2017

Complaints Procedure V5

Compliments

Likewise, if you wished to express a compliment for the service received this is very much appreciated.  The practice team work exceptionally hard, much of which is behind the scenes, so a thank you means a lot to us.