The Friendly Family Surgery 
Welbeck Road
Bolsover
Derbyshire
S44 6DE

T: 01246 826815 
E: admin.friendlyfamily@nhs.net

Complaints
Patient Information Leaflet

Procedure:
If you have a complaint or a concern about the service that you have received from the doctor or any member of staff working in the practice, please let us know.

How to Complain:
We hope that most problems can be sorted out quickly and easily when they arise. If this is not possible and you wish to make a complaint, we would like you to let us know as soon as possible, preferably by filling in the attached form.

Complaints should be addressed to the practice manager 

Elizabeth Birkin Welbeck Road, Bolsover, Chesterfield S44 6DE  

We recognise that the NHS is incredibly complex, and it is not always easy to see where best to send your complaints. If you are unsure, please ask our local ICB who will direct your complaint to the right place 

The Patient Advice and Liaison Service (PALS) can support you in accessing the various procedures and advocacy bodies available.  
You can contact them by:

Telephone – 01246 512640 or 01246 513742  
Email: crhft.acs@nhs.net

Patient Advice & Liaison Service

** Assistance and Complaints
Chesterfield Royal Hospital
Calow
Chesterfield 
S44 5BL

or alternatively to -
 
NHS England
PO BOX 16738
Redditch
B97 9PT

What we will do:
We shall acknowledge your complaint within 3 working days, and have an answer to you within 10 working days from when the complaint was raised.

Complaining on behalf of someone else:
If you are complaining on behalf of someone else, we will require proof that they have given permission for you to do so.

Complaining to the Health Authority:
We hope that if you have a problem, you will use our in house procedure as we believe that we can resolve issues quickly and it allows us the best chance to rectify matters as necessary. 
Nevertheless, if you remain dissatisfied with our response you have the right to ask the Health Service Commissioner to review your case.

In this case, the contact details are - Parliamentary & Health Service Ombudsman; ombudsman.org.uk/making-complaint

Complaints Form

Complainant’s Details:
Name:												
Address:																																			
Date of Birth:							

Patient Details (if different from above)					
Name:												
Address:																																			
Date of Birth:							
Patient’s signature authorising complainant to act on their behalf: 				

Details of complaint (including dates and times of events and names of persons involved if known)

Complainant’s Signature: 							
		        Date: 							

Friendly Family Surgery
Complaints

We operate an in-house complaints procedure as directed by the NHS.
Our system meets the national criteria.

The Practice Manager - Elizabeth Birkin will be happy to help with any further information you may require.

We have a practice complaints leaflet giving details of our procedure which is available from reception.

Our aim is to provide you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

Thank you.