Complaints and feedback

Complaints procedure

We strive to deliver  consistently outstanding care to our patients however we do appreciate that at times we may get something wrong or not meet expectations. Patients are encouraged to provide feedback to the practice so we can review and improve our services. 

Should you feel the need to make a formal complaint to the practice you can do so using the following methods:

  • use our complaints form below
  • send a secure email to hiowicb-hsi.atherleyhousesurgery@nhs.net
  • write to the practice
  • contact the practice via telephone on 02380 221964 and ask for a call back from a member of our management team. 

We aim to acknowledge all formal complaints within 3 working days of receipt and provide a written response within 2 weeks; on occasions it may take longer than 2 weeks to provide a written response but the management team will keep you appraised of this.

You can also make your complaint to Hampshire and Isle of Wight Integrated Care Board who are the commissioner for Southampton. Click here for their contact details.

If you feel that your complaint has not been handled satisfactorily by the practice you are able to raise your concerns with the Public Service Health Ombudsman. Click here for information on how they can help.

Suggestions and Feedback Form

Only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form.

Complaints Form

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

To pursue a complaint please complete this form and the practice manager will deal with your concerns appropriately.

Leave feedback via NHS.UK

Your review must be about a specific experience and not a general view of the NHS or the service as a whole.

GP patient survey

The GP Patient Survey is an independent survey run by Ipsos on behalf of NHS England. The survey is sent out to over two million people across the UK. The results show how people feel about their GP practice.

NHS Friends and Family

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