Feedback and Complaints

How to Provide Feedback or Complaints? 

  • We try to give all our patients the best care and attention. If you have any suggestions to improve the service, please place these in the suggestion box in the reception area.
  • Should you have the need to complain or are unhappy with the service you receive, we have an in-house complaints procedure. Complaints should be made in writing to the managing partner, Kath Horne.
  • Written complaints for the attention of Vickie Phillips Operations Manager can be made via her email [email protected] or by dropping them into our reception desk for the attnetion of Vickie Phillips or by posting them to the surgery.

If you remain dissatisfied with the response provided, you have the option of contacting the Parliamentary and Health Service Ombudsman to ask them to independently review the complaint you have made. Ideally, this will be done within two months of receipt of this letter. The Parliamentary and Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the Parliamentary and Health Service Ombudsman by
writing to:

The Parliamentary and Health Service Ombudsman
Millbank Tower

Helpline: 0345 015 4033 — Website:

Another option is to contact NHS England. This body has responsibility for primary care in South Gloucestershire; GP practices, dental practices, opticians and pharmacies. People with complaints or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy will need to contact either the individual practice or the NHS England Customer Contact Centre:

Tel: 0300 311 22 33
Email: [email protected]
Post: NHS Commissioning Board
PO Box 16728
B97 9PT

In addition to the above, if you need advice and support with writing letters of complaint or attending meetings relating to a complaint, the Advocacy Service “Care Forum” can be contacted on 0808 808 5252.