Feedback & Complaints 

CRAYFORD TOWN SURGERY 

COMPLAINTS PROCEDURE 

Last Update December 2024 

 

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide. 

 

Making a complaint 

If you have any complaints or concerns about the service that you have received from Crayford Town Surgery or against the clinical and non-clinical staff working for this practice, please let us know.   

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make an official complaint, we would like you to let us know, ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint: 

• Within 6 months of the incident that caused the problem; or  

• Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident. 

 

Our Practice Manager or Assistant Practice Manager will be pleased to deal with any written complaints.  They will explain the procedure to you (or you will find this information on our website www.crayfordtownsurgery.nhs.net) and make sure that your concerns are dealt with promptly.  

 

Ways in which you can submit your complaint/comment/queries: 

In person –   ask to speak to our Reception team in the surgery.  If they cannot find a satisfactory solution verbally or if you are not satisfied, the team will provide you with a contact sheet to complete.  Once completed please hand back to the reception team who will advise you that your written complaint will be acknowledged within 2 working days of receiving the written complaint, then a 20 working day response turnaround time.  In some cases, due to investigations, we may need longer however you will be notified of this in writing and receive a holding letter explaining the reasons why we need further time. 

In writing –   some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to cts.enquiries@nhs.net or hand into the reception team. Your written complaint will be acknowledged within 2 working days of receiving the written complaint then a 20 day response turnaround time.  In some cases, due to investigations, we may need longer however you will be notified of this in writing and receive a holding letter explaining the reasons why we need further time 

Via email – sometimes it is easier to send your complaint via email, Please send your email to cts.enquiries@nhs.net and put for the attention of the Practice Manager. Your email complaint will be acknowledged within 2 working days of receiving the email then a 20 day response turnaround time.  In some cases, due to investigations, we may need longer however you will be notified of this in writing and receive a holding letter explaining the reasons why we need further time. 

PLEASE MAY WE ASK THAT YOU ARE MINDFUL OF WEEKENDS AND BANK HOLIDAYS THROUGHOUT THE YEAR 

 

What to expect 

We shall acknowledge your written complaint within 2 working days.  Then, a further 20 working days to carry out investigations, statements and meetings.   

When we look into your complaint, we shall aim to: 

• find out what happened and what went wrong 
• make it possible for you to discuss the problem with those concerned, if you would like this 
• make sure you receive an apology, where appropriate 
• identify what we can do to make sure the problem doesn’t happen again. 

 

At the end of the investigation your complaint will be sent to you in writing. 

 

Complaining on behalf of someone else 

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. Please include their written consent. Consent is not required if you are making a complaint in the name of a deceased person, someone who lacks the capacity to make their own decisions or a non-Gillick competent child.  

 

What you can do next 

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.   

However this does not affect your right to contact NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. 

NHS England can provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. 

Telephone: 0300 311 22 33  

In writing:    NHS England 

        PO Box 16738 

        Redditch 

        B97 9PT 

 

Or email:    England.contactus@nhs.net (for the attention of the complaints team in the subject line) 

If you remain dissatisfied with the responses to your complaint, you can contact the Health Service Ombudsman; 

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

Tel:                 0345 015 4033 
Web:              www.ombudsman.org.uk 

 

Help us get it right 

We constantly try to improve the service we offer. 

Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better 

 

Practice Manager Contact Details

Practice Manager:         Alexandra Toal       
Telephone Number:       01322 621 690