We endeavour to give you the best service possible at all times, but there may be times when you have a complaint or concern about the service you have received from the doctors or staff working here, and you are entitled to ask for an explanation.

We operate an in-house complaints procedure to deal with our complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to look into and, if necessary, correct any problems that may have arisen.

Please note, we have to respect our duty of confidentiality to patients, and patient’s consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question.

Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. We aim to report back to you within two weeks although, in some cases, more time may be required.

We hope to address your concerns fully, provide you with a suitable explanation, and discuss any action that may be taken. We trust that at the end of the informal meeting you will be satisfied that the matter has been resolved.

Patients not wishing to address their complaint to the Practice can address their complaints to Herts and West Essex ICB (HWEICB)

• By email to hweicbwe.patientfeedback@nhs.net
• By telephone 01992 566122.

You can visit their website at Telling us about your experience as a patient – Hertfordshire and West Essex NHS ICB

Should you be unhappy with the outcome of a complaint, patients can contact Parliamentary and Health Service Ombudsman (PHSO) at www.ombudsman.org.uk/#complaint-checker