Comments and Suggestions
We are happy to get comments and ideas for improving our service from patients.
Practice Complaints Procedure
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.
How do I make a complaint?
If you wish to complain please contact the Practice Manager – Jill Towns either in person, by phone or in writing:
Tel: 01623 656055
Address: Sandy Lane Surgery, 77 Sandy Lane, Mansfield, Nottinghamshire, NG18 2LT
Online: Complete the complaints form online here.
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
Downloads:
Complaints leaflet (DOCX, 339KB)
Complaints form (DOCX, 16KB)
Third party complaint form (DOCX, 16KB)
What Happens Next?
The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed.
Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.
How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:
Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA
Tel: 0115 8839570
Email: nnicb-nn.patientexperience@nhs.net
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB
Or:
If you are dissatisfied with the outcome of your complaint from either Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
LONDON
SW1P 4QP
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033
www.ombudsman.org.uk
Primary Care – GP, dentist, pharmacist or optician
If you wish to make a complaint about primary care, please contact the service directly. Alternatively,
Email nnicb-nn.patientexperience@nhs.net
Telephone: 0115 8839570 or
By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB