Comments and complaints

Complaints
 
Practice Complaints Procedure
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.
 
How do I make a complaint?
If you wish to complain please contact the Practice Manager  either in person, by phone or in writing.
 
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
 
What Happens Next?
The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.
 
Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.
 
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.  
 
How do I complain to someone Independent?


GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Contact the patient experience team

Patient Experience Team
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA
 

If you would like further information please follow the link to the ICB website:
Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB

Contact the practice directly

Victoria and Mapperley Practice
Glasshouse Street
Nottingham
NG1 3LW