Making a Complaint

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 like the matter to be settled as quickly, and as amicably, as possible.

We aim to deal with any complaint or problem at the time they occur or as soon as possible afterwards. If your particular problem cannot be sorted out this way and you wish to make a formal complaint, please inform us as soon as possible as this will help us to establish what has happened more easily.

To have your complaint investigated, you need to complain within 12 months of the event happening, or as soon as you first become aware of the issue you want to complain about.

The time limit can be extended in special circumstances.

Whether you are happy or unhappy with the care and treatment that you have received, please get in touch and let us know your views.

Receiving compliments and complaints is important to ensuring good quality local healthcare in our Practice – helping us to find out more about what we’re getting right and what we can improve.

We hope this will help you to make your feelings and experiences known to the appropriate people. Should you have a complaint we hope this page will give you more information about what to do, who to contact and what happens next.

You can speak to any member of staff initially with your complaint. This gives you the opportunity to resolve any concern you may have without it going through a formal process.

A copy of the complaints procedure is available from reception as is a complaints form.

Most complaints are best resolved within the practice and these should be made via the Practice Manager, Ludmila Baciu, East Wing, Dipple Medical Centre, Wickford Avenue, Pitsea, Essex, SS13 3HQ. Or email her on: p.managery00758@nhs.net.

We will contact you about your complaint within three working days and offer to discuss with you the best way to investigate it, including the time scales for a reply. We will aim to offer you an explanation within that time frame. Or a meeting with the people involved.

• Find out what happened and what went wrong
• Invite you to discuss the problem with those involved, if you would like this
• Apologise where this is appropriate
• Identify what we can do to make sure that the problem does not happen again.

NHS England
PO Box 16738
Redditch
B97 9PT

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

NHS Complaints Contact Information

We offer DA Languages interpretation services for patients who require an interpreter.

View the document below to learn more.

Dals 'Do you need an interpreter?'