Feedback Compliments and Complaints

If you wish to provide feedback

We welcome any comments you may have on the services we provide, whether that is a compliment, a concern or a complaint. We aim to provide the best possible care and treatment for you and understand that, although we strive for excellence, occasionally things may go wrong or may not be how you would like. Therefore please use the forms below to provide your feedback, positive or negative, as this provides learning opportunities and assists us with our goal of constant improvement, and designing our services to meet the needs of you, our patients. Therefore, if you would like to provide some feedback based on a recent encounter at the practice, please click on the link to download and complete our feedback form

Feedback Form

Compliments and Complaints

We are an NHS organisation and, as such, we must follow NHS standard processes for handling Compliments and Complaints. Please click the link below to view /download our Complaints Leaflet that details our process.

Complaint Process Leaflet

If you wish to complain

If you wish to make a complaint then we ask that you contact us first as soon as possible after the cause of the complaint.

We welcome all feedback and complaints are often a chance to hear directly from patients and work together to improve service.

To complain you can:

  1. Online, using our Compliments and Complaints form. This should then be sent to [email protected]
  2. You can call us on 01234 762500
  3. You can email [email protected]
  4. You can post your complaint and mark it for the attention of:

Practice Complaints Manager
Wootton Vale & Shortstown Surgery
Fields Road
MK43 9JJ

If you would like to make a complaint on behalf of one of our patients, you and the patient need to complete a third-party authorisation form to show that the patient authorises you to complain on their behalf. To download this form, please click the link below.

Third-Party Complaint Authorisation Form

We will usually only investigate complaints that are made within 12 months of the cause of the complaint, however, the time limit can be waived if there are good reasons you could not have complained sooner.

You are able to complain verbally or in writing; if you make a verbal complaint then the complaint shall be recorded and a copy of the written record given to you.

We will acknowledge your complaint within 3 working days and offer to meet you to discuss the complaint, at a time to suit you. We will advise you of how we will investigate your complaint and the likely time for the investigation. If you do not wish to meet then we will aim to provide you with a written response within 10 working days.

Alternatively, you can register your complaint directly with NHS England. Please click here to find out how.

If you are not satisfied with your reply from NHS England then you have the right to approach the Parliamentary and Health Ombudsman who will undertake an independent investigation. Please click here to find out how best to approach the PHSO.