Making a complaint

It is very important to us that you let us know of any concerns you have about your care so we can try to resolve it straight away.

Talk to us

If you are unhappy with any aspect of your care please talk to the practice team leader. If you would prefer to talk to someone who isn’t involved in your care you can talk to the Patient Advice and Liaison Service (PALS) who can help sort out any problems on your behalf. You can contact them on 0800 032 0202.

How to make a complaint

If you wish to make a complaint, please let us know as soon as possible so we can establish what happened more easily. If it is not possible to do that, please let us have details of your complaint not more than 12 months after the date the matter complained about occurred.

Complaints should be addressed to the practice manager who will discuss your concerns and investigate the matter promptly and thoroughly, and you will be notified of the conclusion and any action needed. You can submit a complaint by written letter, in person or via the practice e-mail northumberland.health@nhs.net.

The complaints procedure will be explained and we will ensure your concerns are dealt with promptly, working with you to agree a plan about how this will be responded to.

Complaining on behalf of someone else

You may make a complaint on behalf of someone else. We have to know that you have their permission to do so and will require a note signed by the person concerned, unless they are incapable (because of illness) of providing this.

Ombudsman

If you feel we have not dealt with the issues you have raised as you would wish, you can contact the Parliamentary and Health Services Ombudsman. You can contact them by visiting www.ombudsman.org.uk/make-a-complaint or you can call them on 0345 015 4033.

Independent support to assist you in making your complaint can be provided by the Independent Complaints Advocacy Service (ICAS) who can be contacted on: 0845 1203732.