Complaints Policy

Occasionally problems arise with the service we provide. Should you wish to make a complaint about us or our work, we give you the following undertakings:

  1. We will acknowledge your complaint in writing within three working days and will include details of the practice complaints procedure.
  2. We will give a written explanation
  3. We will offer you the opportunity to discuss your complaint in private with our practice manager.
  4. If your complaint involves a doctor, we will offer you the opportunity to discuss it with the doctor involved, or with Dr Elena Cochrane (Complaints Doctor).
  5. If, despite our efforts, you feel your complaint has not been dealt with adequately, we will advise you how you may pursue it.
  6. We would welcome comments, suggestions and enquiries - these should be addressed to the practice manager who will be happy to try and help.
  7. If you after receiving a response to your complaint and having spoken directly to the Practice Manager, the matter still remains unresolved to your satisfaction, you can ask the Parliamentary and Health Service Ombudsman (PHSO) for an independent review of your case. Your request should be made within 12 months of your complaint, unless you still have queries you would like to raise with us. The Parliamentary and Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the Ombudsman as follows

    • Visiting www.ombudsman.org.uk
    • Calling the complaints helpline on 0345 015 4033 (Mon–Fri 8.30am-5.30pm)
    • Email address: phso.enquiries@ombudsman.org.uk
    • Writing to:Parliamentary and Health Service Ombudsman, Health Service Ombudsman for England, Millbank Tower, Millbank, London, SW1P 4Q

We value comments and opinions from our patients and we rely on feedback to improve our practice.

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Your Neighbourhood Professionals. Just a Click Away!
Tattenham Crescent, Epsom, Downs, Surrey, KT18 5NU
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Your Neighbourhood Professionals. Just a Click Away!
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