We greatly value all forms of patient feedback as it helps us shape and improve our services to better meet the needs of our population. We accept that sometimes things go wrong, we take this very seriously and try to resolve and address all issues raised. Our practice policy gives details of the complaints procedure and is available from reception. Our aim is to give you the highest standard of service we can, and we will try to deal quickly with any issues that may occur.
If you need to make a complaint, please pick up a complaints form from reception complete the form and submit to our management team who will investigate your complaint.
Changes to primary care complaints
The way members of the public can make a complaint about primary care services, including GPs, dentists, opticians, or pharmacy services, to the commissioner is changing. There are two ways members of the public can make a complaint – they can complain directly to the healthcare provider, such as a GP practice or dental surgery, or they can complain to the ICB as commissioner of the service.
Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.
Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.
Members of the public wishing to make a complaint can do so by calling 0191 512 8277 or emailing necsu.complaints@nhs.net, or in writing to:
Primary Care Complaints
c/o North Of England Commissioning Support Unit
John Snow House
University Science Park
Durham
DH1 3YG