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.
Recent reviews
Kingswood Surgery
1 star
6 days ago
Reception staff are unable to advise on how to obtain prescriptions or appointments. It truly is a shambles, and that's being polite.
My most basic suggestion would be to train your staff to be aware of policies and procedures, and to be consistent in the implementation of the above.
I find th ...
The Swan Practice (North End)
1 star
2 weeks ago
Getting through to speak to someone is hard enough, always a long wait, even though you are told in the automated message there are plenty of staff at busy periods. To make an appointment with your named doctor is usually over a month wait. reception staff very abrupt and on the verge of being r ...
Pound House Surgery (Bourne End & Wooburn Green Health Centre)
3 stars
3 weeks ago
Care great, once you can actually talk to a professional.
Appt booking system still a nightmare, long waits to even get into the phone queue. Called multiple times - listen to 2 mins of recorded messages - queue is full - call back later - repeat.
Finally into the queue, 20 min wait, then no a ...
Hughenden Valley Surgery
5 stars
1 month ago
Used the e-consult service for the first time on Friday. Posted my concern online at 9:30 (uploaded photos as this was a skin compliant), had a call back from the doctor at lunchtime the same day and had a prescription ready to pick up at 6pm. All very efficient.