The aim of the medical and non-medical team associated with Tudor Lodge Surgery is to offer its patients the best service possible. However, whilst we hope that you are happy with the service provided, occasionally things may happen and misunderstandings may arise. Therefore, should you wish to comment on, make suggestions concerning, or complain about, the service you have received you are entitled to do so.

Complaints Procedure

We have an in-house complaints procedure in place to deal with such matters. The aim of this procedure is to:
Give you the opportunity to discuss any concerns you may have and put across your views as to what has gone wrong.

Allow the practice to look into and, if necessary, put right any problems you may have identified or mistakes which may have happened.

Provide you with an explanation and advise you of any action that may be taken or needed.

Allow the practice to use the information gained to improve the service and standard of care offered in the future.

The Procedure will not-

Deal with matters of legal liability of compensation.
Affect your right to make a formal complaint to the Primary Care Trust if you so wish.
Affect your right to seek compensation in law, if appropriate.
Making a Complaint
You must first follow our 'In-House Complaints Procedure' before raising any issues with a higher authority.

If you would like to raise an issue immediately here at the surgery the duty receptionist will try and assist you with any problems and if necessary take details to pass to the appropriate person. Failing that the Receptionist will inform the Receptionist Supervisor and she will take over.

If you are still not satisfied we will usually ask you for a formal complaint in writing or by completing the 'Complaint Form' below.

The Practice Manager will write to you to acknowledge your complaint and explain what will happen next.