​Compliments and Complaints

Monks Park Surgery aims to give a friendly, approachable and professional service to all our patients at all times. If you would like to tell us that you are happy with the service that we provide, do please let us know by telephone or in writing.  Please complete our online  Friends and Family test to let us know how we're doing.

At Monks Park Surgery our clinical and administrative teams are committed to providing quality care and service. We recognize the importance of managing continual improvements at our practices and understand that patient feedback is imperative in achieving this objective.

It is part of our responsibility as health care professionals to deal properly and professionally with all complaints. Patient complaints are dealt with calmly and in line with the Practice Complaints Process. We will aim to sort out the complaints as quickly, effectively and as smoothly as possible.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to more easily establish what happened.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

What happens next?

A written acknowledgement will be provided to you within 3 days of receipt of a formal complaint.

A full investigation will ensue to ascertain

• What happened?
• Why it happened?
• What will be done to put things right?
• What action will be taken to resolve the matter?
• What will be done to stop this re-occurring?

A written response will be sent accordingly within 10 working days. On occasion where investigations may take longer than 10 working days, we will notify you in writing of the delay and advise you of the revised date of resolution.

You are entitled to seek advice form a variety of sources and this information is provided below.

NHS England

NHS England commissions our service.  To contact NHS England:

Email: england.contactus@nhs.net
with "For the attention of the complaints team" in the subject line

Telephone: 0300 311 22 33

The Parliamentary & Health Service Ombudsman

The Ombudsman deals with complaints about services provided through the NHS in England. A complainant may seek help and advice on how to make a complaint or if they have complained about a poor service, or not being treated properly or fairly, and have received a final response, but are still unhappy, they may ask the Ombudsman to help them. The Ombudsman carry out independent investigations, this is a free service and open to everyone. The Ombudsman can be contacted at:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Complaints Helpline: 0345 015 4033 (Mon – Fri 8.30am to 5.30pm)
E-mail: phso.enquiries@ombudsman.org.uk
Fax: 0300 061 4000
Website: www.ombudsman.org.uk

Regulatory Body

CQC National Customer Service Centre
Newcastle upon Tyne