NHS staff aim to give the best possible care to patients. But sometimes things do go wrong and the NHS Complaints Procedure was set up to use if one wants to complain about the services or treatment one gets from the NHS.
It is crucial to want to feedback positive comments on the care and services the surgery has received. These comments are just as important as they tell NHS organisation what factors are contributing to a good experience for patients.
If patients unhappy with the treatment or service they have received from the NHS surgery they are entitled to make a complaint, have it considered, and receive a response from the NHS organisation or primary care practitioner concerned.
The NHS complaints procedure described below covers complaints made by a person about any matter connected with the provision of NHS services by NHS organisations or primary care practitioners in England (for instance doctors, dentists, opticians and pharmacists). The procedure also covers services provided overseas or by the independent sector where the NHS has paid for them. There may be different arrangements in place for the internal handling of complaints in Foundation Trusts.