Comments & Complaints

Ongoing Development

As part of our ongoing development, we would like to learn from you.  We would like to hear about what we are doing well and what we are doing not so well.  We welcome any suggestions for improvement in our service.  Please complete this form to provide your  Feedback

Complaints Procedure

How can patients make a complaint?

There are two stages of complaints handling

  • Local resoution at practice level
  • Referral to the Parliamentary and Health Service Ombudsman if the complaint cannot be resolved satisfactorily by the practice.

Patients may choose to make their complaint orally, in writing or electronically to the HR and Clinical Manager.  They may make their complaints within 12 months of an incident happening or becoming aware of the problem.

This 12 month limit does not apply if the practice is satisfied that:

  • There were good reasons for not making the complaint within the time limit
  • Despite the delay, it is still possible to investigate matters effectively and fairly

Complaints on behalf of someone else

Please note that for confidentiality reasons, if a complaint is made on behalf of someone else, we have to know that they have the patient's permission to do so.  A note confirming that permission has been given and signed by the person concerned will be required, unless they are incapable (because of physical or mental illness) of providing this.

Acknowledgement by the practice of a complaint

Summertown Group Practice will aim to acknowledge receipt of all complaints within 3 working days orally or in writing and offer to discuss the matter.


How the complaint is dealt with by the practice

Complaints will be monitored at Significant Event meetings in the practice and recorded detailing:

  • The subject matter and outcome of each complaint
  • The fact that the complainant was notified of the response within the period specified any amendment of that period and whether a report was sent to the complainant within that period.

The complaint will be assessed and will gauge the impact of the complaint on all parties involved so that the right course of action can be taken. We will establish a clear appropriate plan of action and provide the complainant with relevant support and advice.

The patient will be advised how the complaint will be handled and the likely period for completion of the investigation and responding to the complaint. 

The practice will ensure that they have a clear understanding of the complaint so that complaints can be dealt with appropriately, efficiently and as quickly as possible. The complainant will be kept informed as far as reasonably practicable of the progress of the investigation.

Responding to the complaint

The practice will send the complainant a written response as soon as reasonably practicable after the completion of the investigation.  The response must be signed by the ‘responsible person’ and include a report containing the following matters:

  • An explanation of how the complaint has been considered
  • The conclusions reached, including any matters for which the complaint specifies, or the practice considers, that remedial action is needed
  • Confirmation that the practice is satisfied that the action needed in consequence of the complaint has been, or is proposed to be taken and details of the complainant’s right to take their complaint to the Health Service Commissioner under the 1993 Act if they are not satisfied by the response.

Who is responsible for complaints at the surgery and how to access the complaints procedure?

Gemma Harden, HR and Clinical Manager is appointed as complaints manager and Dr Siobhan Becker is the GP partner responsible for complaints.

The complaints procedure is published within the practice and on its website for patients to view. The practice can assist complainants with the procedure, or to provide advice on where they may obtain such assistance.


Annual complaints report

An annual report will be produced by the practice as soon as practicable after 31st March for the preceding 12 months including:

  • The number of complaints received by the practice
  • The issues that these complaints raise
  • Whether complaints have been upheld, and
  • The number of cases referred to an Ombudsman

The practice will also need to record any significant issues raised by complaints, the lessons learn and the actions taken.


Other patient contacts to assist complainants

If patients prefer they can make their complaint to:

South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
Hospital Hill
Hampshire  GU11 1AY

Telephone number: 0300 561 0290


If the patient is still not satisfied they can ask the Health or Local Government Ombudsman to review the matter. They can be contacted in the following ways:


Calling the complaints helpline: 0345 015 4033 (Mon-Fri 8.30am – 5.30pm)

Writing to:
The Parliamentary and Health Service Ombudsman
Mosley Street
M2 3HQ



Parliamentary and Health Service Ombudsman