Chapel Street Surgery

Complaints and compliments

Complaints Process

We always aim to give the best service possible to everyone who comes to the practice but we recognise that sometimes things go wrong and we want to make sure that we address any concerns that arise as soon as is possible.

Most issues can be resolved without a formal complaint so please speak to the individual concerned to see if you can resolve the issue at the time. If this is not possible or you are not comfortable doing this then please ask to speak to the practice manager who will investigate your concerns and give you advice on the complaints procedure.

If you do not feel your concerns have been addressed please send your complaint, in writing, to the practice manager who will discuss with their supervisor to agree who is best to investigate the complaint. We will come back to you with a response within 20 days.

All complaints are reviewed and shared anonymously across Sussex Primary Care so that we can share learning and understand the training needs of our staff. It also helps us to understand what is important to our patients and their families

Complaining On Behalf of Someone Else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Taking Your Complaint Further for Independent Review

We hope that, if you have a problem, you will use our Practice Complaints Procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

However, if you are not satisfied with our response, you can contact the Parliamentary and Health Service Ombudsman to request an independent review of the complaint.

Parliamentary and Health Service Ombudsman

Customer helpline telephone number: 0345 015 4033

Address: Millbank Tower, 30 Millbank, London SW1P 4QP