Complaints Protocol

Complaints will be acknowledged within 3 working days of receipt.

 Confidentiality will be respected at all times and the patient’s consent will be sought where complaints are made by anybody other than the patient themselves.


The practice manager will undertake a thorough investigation of events and seek to address all aspects of a patient’s complaint; taking advice and where beneficial, arranging meetings with the complainant.

 Where appropriate the practice will invite and co-operate with agencies such as PALS, Healthcare Resolutions or SEAP in order to achieve a local resolution.

 The practice will also ensure that links are established with Social Services and other agencies to ensure a seamless response to complaints.

 Every effort will be made to keep the complainant informed of progress and for a final response to be sent to the complainant by the senior partner or practice manager within the agreed timescale.

 The practice manager will keep a record of all complaints received together with details of timescales and outcomes. This information will contribute to the identification of service improvements, staff training needs as well as forming part of the practice’s Annual Report on Complaints to NHS England..

 To make your complaint please call the Surgery on 01322 663111, email or write to the practice at 26 Swanley Centre, Swanley, Kent BR8 7AH.

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