We make every effort to give the best service possible to anyone who attends our practice.

However, we are aware that sometimes we will fall short of the mark. If this is so, we would wish to resolve the matter as quickly, and as amicably, as possible.

We would encourage you to speak to whoever you feel most comfortable with, whether that’s maybe with your doctor, nurse, receptionist or manager, but if you would prefer to persue your complaint in writing, please send it to the Practice Manager at the surgery address.

The Practice Manager
Saxonbrook Medical Centre
Maidenbower Square
Maidenbower
Crawley
West Sussex
RH10 7QH

You can also send us your concerns via our Feedback Form or downloading our Complaints Form and emailing directly to the practice. Additionally you can fill in one of the forms in the waiting room and hand into a member of the reception team.

If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will just do our best to put right anything that has gone wrong.

If you do not feel comfortable in contacting us directly you have the right to approach NHS England and raise your complaint directly with them.

Find out more about the NHS complaints procedure…

Healthwatch

You may prefer to share your experience with Healthwatch, the independent local watchdog and champion for people who use health and/or social care services. Find out more…

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

• Getting it right
• Being customer focused
• Being open and accountable
• Acting fairly and proportionately
• Putting things right
• Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.