Complaints
Our employees are expected to carry out their duties in a professional manner and deal with patients with care, civility and efficiency and we welcome feedback from patients on our current working practice. You can discuss any concerns with staff directly as they arise so that we can deal with any issues immediately and we will do our very best to answer your question or to sort out any difficulty that you are having. If we have tried, but been unable to put things right and you wish to make a formal complaint, you can contact:
- Camilla Walker (Practice Business Manager); or
- Dr Susan Denton (GP Partner Complaints Lead)
Postal address: Guildowns Group Practice, The Oaks Surgery, Applegarth Avenue, Guildford, Surrey, GU2 8LZ
Email: guildowns.feedback@nhs.net
Alternatively you can request a feedback form at our reception, complete and hand in at front desk.
If you do wish to make a formal complaint, we advise this is done either immediately following, or as soon as possible after the event, and up to a maximum of 12 months afterwards.
We take all complaints very seriously, try to learn from them and see how we can improve the quality of our services. If you have been dissatisfied with any aspect of the treatment or service you have received, please let us know in writing so we can investigate and make amends. We follow the national guidance for NHS complaints. Please be assured that making a complaint will not adversely affect any care you receive.
Learning disability help
The NHS has a general complaint form which makes it easier for people with learning disabilities to give feedback, raise concerns and make complaints. The complaint booklet will help you understand how to complete it. Advice on how to make a complaint can also be found on the Parliamentary and Health Service Ombudsman website at Complain for change: helping you make your complaint. They have produced a useful leaflet of basic, easy to follow steps on raising an initial complaint to the NHS and how to take it further if it isn’t resolved by your hospital. The leaflet is available in a variety of languages and formats, including Bengali, Hindi and Easy Read.
What we will do
Complaints will be acknowledged within 3 working days and we aim to complete investigations within 30 working days from date of receipt, following which you will receive the results in writing. Please be assured that if you do choose to make a complaint, it is our policy to ensure you are not discriminated against or subjected to any negative effect on your care.