Complaints and compliments

Eden Medical Group is constantly striving to improve the services we provide to you. We are keen to receive feedback about the service we provide to patients. We particularly like hear when you feel that things have gone well, and why they have gone well.

However, we also understand that there may be times when you have more serious cause for concern regarding the service you receive and wish to feedback to the practice or make a formal complaint. This will allow us to look at changes or developments that we can make to improve the service that we provide to all of our patients.

Making a complaint

We aim at all times to provide the best care that we can, though we understand that sometimes a patient may feel we fall short of the mark. If you feel we have, we encourage you to let us know. We encourage you to speak to whoever you feel most comfortable with – your doctor, nurse, or receptionist. Or, if you feel you would like to speak or write directly to the Service Delivery Lead then please do so.

A complaint can be made by a patient or person affected by the actions or decisions of the practice staff. A complaint can also be made by someone acting on behalf of the patient or person, with their consent.
You can raise a complaint within 12 months of the event or becoming aware of the problem.
You can make your complaint verbally, or in writing.

We will acknowledge your complaint within three working days and explain how we will handle it, what to expect, and the timeframe for the review and resolution process. When the investigations are complete you will be given a final response.

At all times your complaint will be dealt with in the strictest confidence.

Independent Complaints Services

If you are unhappy with the local resolution of your complaint, you are able to take this up with the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government.

Health Service Ombudsman:
Millbank Tower
Millbank, London
SW1P 4QP

Telephone number: 03459154033 (local rate service)
Email: [email protected] (8.30-17.30 Mon-Fri)