Regent Street, Long Eaton, NG10 1QQ.  Tel: 0115 973 7320

Practice Complaints Procedure

Should you have any complaint regarding the service you have received at the practice we operate a complaints procedure designed to investigate the issues raised and provide an explanation. If the Practice Complaints Procedure is not appropriate for the type of complaint you wish to make, you will be referred to the appropriate authority.

If you are not the patient, then due to confidentiality we will need the patient’s authority to disclose information. There is a space for this on the Complaint Form.

If the complaint is of a clinical nature one of our Partners will be appointed to investigate this and if it is administrative the Practice Manager will investigate the complaint. The complaint will be acknowledged within 3 working days of receipt, and usually answered within 28 days.

Please address your complaint to:

Sue Thorp,
Practice Manager
Sawley Medical Centre,
60 Draycott Road,
Long Eaton
Nottingham NG10 3FR

If you feel that your complaint has not been answered satisfactory, you can then contact:

By post

NHS England
PO Box 16738
Redditch
B97 9PT

Electronically using the commissioning board’s email address

england.contactus@nhs.net

Please write ‘For the attention of the Complaints Manager’ in the subject line.

By telephone

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

The Independent Complaints Advocacy Service (ICAS) is an independent organisation that can guide and support you through the complaints process. They can help you put your complaint in writing or come along to a meeting with you. However, they do not investigate complaints. Their contact details are:

ICAS East Midlands
Christopher Cargill House
21-23 Pelham Road
Nottingham
NG5 1AP
Tel: 0808 802 3000

Download complaints procedure