Suggestions, Comments and Complaints

If you are satisfied, disappointed, or have any suggestions on how we can improve our services, please tell us by using our online triage.

You can talk to the practice manager or assistant practice manager, fill in a complaints form (available from reception) or discuss the matter with your doctor. We have a formal complaints procedure.

Alternatively you can contact NHS England on 0300 311 22 33 or England.contactus@nhs.net.

Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any member of staff working in this practice please let us know.

We operate a practice complaints procedure as part of a NHS system for dealing with complaints.

How to Complain

Complaints should be addressed to the practice manager, Barnby Gate Surgery, 50 Barnby Gate Newark NG24 1QD, or any of the doctors.

Please ask at reception for a complaints form if you prefer not to write a letter.

Alternatively, you may ask to speak with the practice manager in order to discuss your concerns.

Complaints Procedure

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us.

We shall then be in a position to offer you an explanation, or 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 this is appropriate.
  • Identify what we can do to make sure that the problem doesn’t happen again.

Complaining on Behalf of Someone Else

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 their permission to do so. A signed letter by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Patients are not discriminated against when complaints are made. The practice has systems in place to ensure that patients, carers and relatives are not treated adversely as a result of having complained.

Care Quality Commission

If you wish to share your experience (good or bad) of the practice with CQC you can go to www.cqc.org.uk or telephone 03000 61 61 61.