Eastgate Surgery welcomes patient and colleague feedback. Any feedback is helpful and we share this with our staff and clinicians.
If you would like to give feedback to the Practice, please email us at [email protected] or pop into the practice to speak to us!
We endeavour to give you the very best possible service at all times, but there may be occasions when you feel that you wish to express your dissatisfaction.
Eastgate Surgery has a comprehensive complaints Policy and Procedures and meets the requirements of the NHS national criteria. Should you wish to write a complaint, please see our Complaints and Comments Leaflet, which can also be found at Reception.
Please put your complaint, if possible, in writing, for the attention of the Managing Partner and the Practice Manager, and emailed to: [email protected] . However, if you would prefer to speak to us, please visit the practice and speak to the Practice Manager, Jaya.
Your complaint can also be posted to:
The Managing Partner
28-34 Church Street
If you do post your complaint to the practice, please bear in mind that postage delays are still occurring within the area.
Once received, the practice will formally acknowledge your complaint within three working days. Your complaint will then be thoroughly investigated. We aim to have looked into the matter within 10 working days however this may not always be possible.
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 our what happened and what went wrong
- Make it possible for you to discuss the problem, if you would like to
- Identify what we can do to make sure the problem doesn’t happen again
All complaints are treated seriously and with sensitivity. Please note that we have to respect our duty of confidentiality to our patients, and therefore if you are complaining on behalf of someone else, his or her written consent will be required before we can discuss their case with you.
This confidentiality also ensures that any personal details about your complaint will not be shared with anyone outside the Practice unless express permission has been given by yourself.
You can also contact NHS England for help or advice:
PO Box 16738
Email: [email protected]
Tel: 0300 311 22 23 (Monday-Friday, 08:00 – 18:00)
If you are dissatisfied with the outcome, or the handling of your concerns by the Practice, you have the right to approach the Health Service Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154 033