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Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.


How to Complain

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 a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks, and preferably in writing to the ‘Practice Manager’ at Hall Grove Group Practice, 20 Parkway, Welwyn Garden City, AL8 6HG.


What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into you 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 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 this is appropriate

    • identify what we can do to make sure the problem does not happen again

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 their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


Dissatisfied with the response

If you remain dissatisfied with the response to your complaint, you have the right to ask the Care Quality Commission to review your case. You should do this within 6 months of the date of this letter. The Care Quality Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact them on 03000 616161.

CQC National Customer Service Centre



Newcastle upon Tyne

NE1 4PA                                

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