Complaints Policy

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first. In this instance, you may wish to contact the practice to resolve any issues you have. You can also use our online triage to leave your feedback.

In the event that you are unable to resolve your complaint in this way, and wish to make a formal complaint, you should do so. This should be in writing, and should be as soon as possible after the event occurs, as this helps us to establish what happened more easily.

Complaints procedure

Making a complaint

You can ask reception for a the complaints form, which contains a suitable
authority for the patient to sign, to enable the complaint to proceed. Alternatively, you can download and complete your own copy of this form:

In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a complaint or wish to make a complaint, giving as much detail as you can. If you are a registered patient, you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.

You must send your written complaint to:

  • The Practice Manager
    Canbury Medical Centre
    1 Elm Road
    KT2 6HR

The practice complaints responsible person is:

  • Dr Dhiren Shah

What we do next

We look to settle complaints as soon as possible. We will acknowledge the receipt of your complaint within 3 working days, and aim to have looked into the matter within 21 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person, or persons, concerned to attempt to resolve the issue.

If the matter is likely to take longer than this, we will let you know, and keep you informed as the investigation progresses. When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete, your complaint will be determined and a final response sent to you. Where your complaint involves more than one organisation, we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.

Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with. The final response letter will include details of the result of your complaint, and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment, and that we can deal with someone else about it.

If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment, as well as confirmation that they are happy for us to talk to you about it. In the instance that you are making the complaint on behalf of someone else, you will need to fill out our third party complaint form:

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

We are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply. We may still need to correspond directly with the patient, or may be able to deal directly with the third party, but this depends on the wording of the authority provided.

If you are dissatisfied with the outcome

You have the right to approach the Health Service Ombudsman.
The Health Service Ombudsman contact details are: