Complaints

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

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

There are two ways to pursue a complaint; the first is to directly contact the Practice Manager by letter, whose details are below. This can either be sent in the post or delivered to reception by hand, who will forward your letter accordingly.

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

The second is to ask for an NMC1 (complaints) form from reception. Once this is completed and returned, this again will be forwarded to the Practice Manager.

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.