While we are always working hard to give the best possible care to every registered patient at our surgery including you and your loved ones, there may be times that you feel not happy with the service or the care that you have received.
We recognise this can be particularly upsetting specially in the case when you or your loved ones are not well. We realise that occasionally misunderstandings or mistakes occur. If this is the case we will do our best to resolve the problem as quickly and as amicably, as possible.
We highly encourage you to contact us by phone and ask to speak to someone about your complaint. This is to best understand and resolve any issues in a timely manner. The reception manager would be able to discuss this in detail and try and resolve the problem as soon as possible.
However sometimes this may not be appropriate or you may still feel that the situation is not resolved. In such circumstances you can complete the Compliments & Complaints Form online. Alternatively, you can also pick up a hard copy of this form from the reception. Once completed you can return it back to the reception. Alternatively you can contact Hertfordshire and West Essex Integrated Care Board by email hweicbwe.patientfeedback@nhs.net or phone 01992 566122.
Please remember that if you are completing a complaint on behalf of another adult then you require to have their consent for this from the person you are representing. This consent form can be downloaded here (PDF, 80KB).
Once we receive your compliment & complaint form, you will receive acknowledgement of this within three working days. We will also aim to investigate and resolve the complaint within 30 days. If however it takes longer than this then you will be notified of this and be kept updated.
Complete the Compliments & Complaints Form
Download the Consent for representing another adult (PDF, 80KB)
If you are not satisfied with the resolution of your complaint, you can contact Parliamentary and Health Service Ombudsman (PHSO). The PHSO carries out independent investigations into NHS services. Further information for the PHSO can be found on their website: www.ombudsman.org.uk/making-complaint.