Start at stage 1 and move on to the following stage if your problem isn’t sorted out or you are unhappy with the response.
Stage 1 - talk to a member of staff
If you feel comfortable doing so, it’s always best to mention your concern to the member of staff you are dealing with or their manager. They may be able to sort things out for you.
Stage 2 - contact the Practice Manager
The contact details for your GP surgery’s practice manager should be on your surgery’s website together with the procedures and policies it follows. Or you can ask at your surgery’s reception desk.
Stage 3 - contact NHS England
NHS England handle concerns or complaints relating to directly commissioned services or services provided by NHS England. This would include primary care (GPs, dentists, pharmacists and optometrists).
A complaint can be made by:
0300 311 22 33
NHS England, PO Box 16738, Redditch, B97 9PT
In British Sign Language (BSL): BSL users can talk to us via a video call to a BSL interpreter.
Stage 4 - write to the Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and other public organisations.
0345 015 403
Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
Additional steps
If you need to raise a concern about a doctor you can do this with the General Medical council.
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