Kirby Road Surgery

01582 609121

Complaints and compliments

At Kirby Road Surgery, the Team strive to deliver only the highest standards of Quality Care to all patients currently registered with us.

Kirby Road Surgery welcomes patient and colleague feedback. Any feedback is helpful and we share this with our staff and clinicians.

If you would like to give feedback to the Practice, please email us at [email protected]

We endeavour to give you the very best possible service at all times, but there may be occasions when you feel that you wish to express your dissatisfaction. We take all complaints very seriously.

We hope that most problems can be sorted out easily and quickly, at the time they arise. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like to know as soon as possible.

Kirby Road Surgery has a comprehensive complaints Policy and Procedures and meets the requirements of the NHS national criteria.

Should you wish to write a complaint, please ask a member of our Reception Team for our Complaints Information leaflet.

Complaints should be made in writing, for the attention of the Managing Partner and the Office Manager, and email to [email protected] or post to:
The Managing Partner
Kirby Road Surgery
58 Kirby Road, Dunstable LU6 3JH

Your complaint will then be thoroughly investigated. We will acknowledge your complaint with two working days, and aim to have looked into your complaint within ten working days, of the date when you raised it with us.

We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

* Find our what happened and what went wrong
* Make it possible for you to discuss the problem, if you would like to
* Identify what we can do to make sure the problem doesn’t happen again

Please note that we have to respect our duty of confidentiality to our patients, and therefore if you are complaining on behalf of someone else, his or her written consent will be required before we can discuss their case with you.

This confidentiality also ensures that any personal details about your complaint will not be shared with anyone outside the Practice unless express permission has been given by yourself.

You can also contact the NHS England for help or advice:

NHS England
PO Box 16738
Redditch
B97 9PT

Email: [email protected]
Tel: 0300 311 22 23 (Monday-Friday, 08:00 – 18:00)

If you are dissatisfied with the outcome, or the handling of your concerns by the Practice, you have the right to approach the Health Service Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 0154 033
Website: www.ombudsman.org.uk

If you wish to email your written complaint to the practice, please email us at: [email protected]