Larksfield Surgery Medical Partnership

01462 732200

Complaints policy & compliments

We aim to provide the best possible services for all our patients, but there may be times when you
feel this has not happened. If you have a complaint or concern about the service you have received from the doctors, or any of the practice staff employed by them, please let us know. We hope that most of your problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.

You may also wish to contact NHS England on 0300 311 22 33 and they will be able to assist you
with your case. NHS England is there to help you with any issues or worries you may have about a
service you or someone you care for is receiving and to help resolve issues and concerns before
they become complaints. However, if you remain dissatisfied, then you may wish to make a formal
complaint, ideally as soon after the incident or event as possible.

We operate a practice complaints procedure that meets national criteria, as part of an NHS system

for dealing with complaints. However, we are not able to deal with questions of legal liability or
compensation.

To enable a complaint to be fully investigated it
should be made:
• In writing by letter
• Within twelve months of the event: or
• Within twelve months of you realising that you have something to complain about.
These time limits may be changed if there are good reasons why you could not complain
sooner.

Complaints should be addressed to:
Practice and Complaints Manager,
Larksfield Surgery,
Arlesey Road,
Stotfold,
Hitchin,
Herts, SG5 4HB.

Your complaint will be acknowledged in writing within three working days (or as soon as reasonably
practicable). You will receive a written summary of the investigation and its conclusion within ten
working days (or as soon as reasonably practicable). This part of the procedure is called Local
Resolution.

If you do not wish to deal directly with the practice, you may contact NHS England who
may investigate your complaint.

Please note, 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 signed
authorisation must be provided by the patient concerned, unless they are incapable (because of
illness) to do so. In the case of a child (aged under 16 years) then you must have the legal authority to complain on their behalf.

If you do not wish to complain directly to the Practice, you can contact either the Local Area
Team (LT) on england.hsmcomplaintsteam@nhs.net or

The National Contact Centre
NHS England
P O Box 16738
Redditch
B97 9PT

Telephone: 0300 311 2233 (Monday – Friday –
8.00 am – 6.00 pm
Email:England.contactus@nhs.net – marked ‘For
the attention of the Complaints Manager in the
subject line.