Complaints Procedure

Comments, Suggestions and Complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Comments and Suggestions

Help us Get it Right

We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.


Making a Complaint

If you have any complaints from yourself or on behalf of someone else  about the service that you have received from the clinical or administrative staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If this is not possible to do that, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem;
  • Within 12 months of discovering that you have a problem, provided that is within 12 months of the incident.

The management team will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly.

You can Make Your Complaint 

  • In person – ask to speak to the Office Manager, regarding administrative issues.
  • In writing – all complaints concerning clinical issues must be made in writing. The management team and one of the partners investigate all clinical problems.
    Some concerns about administrative issues may be easier to explain in writing. Please give as much information as can, then send your complaint to the practice for the attention of the Practice Manager as soon as possible.
  • You can hand your complaint in by hand to the surgery or you can e-mail it to Email: [email protected]

What we Shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 28 days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we Look Into Your Complaint, we Shall Aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


What You Can do Next

If you have a problem, we hope that you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our Practice services.

However, this does not affect your right to approach WY ICB Complaints Team  if you feel you cannot raise your complaint with us. WY ICB Complaints Team can provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide and guiding you through the different services available from the NHS.

Please note: Under the NHS and Social Care Complaints Regulations 2009 a patient is entitled to complain to either the service provider (Station Road Surgery) or the commissioner of the service (WY ICB Complaints Team), but not both.

WY ICB Complaints Team

White Rose House

West Parade



Telephone: 01924 552150 (9am-5pm Mon-Fri excl.Bank Holidays)

Email: [email protected]

Complaints Team

If you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary Health Service Ombudsman (PHSO) to review your care. The PHSO is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service.

Parliamentary Health Service Ombudsman (PHSO
Millbank Tower,

Tel: 0345 015 4033