We operate a practice based complaints procedure. If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in this practice, please let us know. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
Depending upon the subject that the concern relates to, the management team will often ask other members of the team to lead on the investigation and response eg clinical matters are referred to the clinicians, medication related matters are dealt with by our Dispensary and Hospital referral related matters are dealt with by Reception / Medical Secretaries. All investigations and responses are overseen by the management team however you may not get communication directly from one of them because they are not always best placed or qualified to respond.
For Dispensary - please contact the Dispensary Manager
For any other day to day related concerns such as appointments etc - please contact the Reception Team Leader
The ‘Responsible Persons’ for our Complaints Procedure Dr Helen Daniel and the Practice Manager.
If you wish to make a formal complaint, it would be helpful if you would let us know as soon as possible – ideally, within a matter of days, as this will enable us to establish what happened more easily. Complaints should be made within 12 months of the date of the occurrence giving rise to the complaint or from the time that the complainant became aware of the matter.
Please ask our reception team for further information on how to complain.
Integrated Care Board (ICB)
Kent and Medway ICB are the NHS organisation that plans and buys healthcare services to meet the needs of the 1.8million people living in Kent and Medway.
The does not affect your right to contact the NHS Kent and Medway patient experience team:
