Eastgate Surgery
01582 957 599
[email protected]

Complaints and compliments

At Eastgate Surgery, the team strive to deliver only the highest standards of quality care to all patients. We welcome both patient and colleague feedback as everything is helpful and this is then shared with our staff and clinicians. If you would like to give feedback to the practise, please email us at [email protected]

We endeavour to give you the best possible service at all times, but we understand there may be occasions when you need to express your dissatisfaction. We take all complaints very seriously. We aim to deal with problems as soon as they are risen. We have a comprehensive complaints policy and procedure that meets the requirements of the NHS national criteria.

Should you wish to write a complaint, please ask a member of our Reception Team for our complaints information leaflet.

Complaints should be made in writing, for the attention of the Managing Partner and Manager and emailed to [email protected] Or if you prefer, you can also send us a post to

The Managing Partner

Eastgate Surgery

28-34 Church Street



Your complaint will then be thoroughly investigated. We will acknowledge your complaint within 2 days and aim to get in contact with you within 10 working days from the day you have raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. When looking into your complaint, we aim to:

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

Please note that we must respect our duty of confidentiality to our patients therefore if you are complaining on behalf of someone else, his/her written consent will be required before we can discuss their case with you. Confidentiality also ensures that any personal details about your complaint will not be shared with anyone outside the practise unless express permission has been given by yourself

You can also contact the NHS England for help or advice.

NHS England

PO Box 16738


B97 9PT

Email: [email protected]

Tel: 0300 311 2223  (Monday – Friday, 08:00-18:00)

If you are dissatisfied with the outcome or the handling of your concerns by the practise, you have the right to approach the Health Service Ombudsman. The Contact Details are:

The Parliamentary and Health Ombudsman

Millbank Tower




Tel: 03450 154033

Website: www.ombusdman.org.uk