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Complaints Policy

At Abbotswood Medical Centre, we recognise that there are times when things don’t go as expected. We welcome all feedback, both positive and negative, as it helps us to understand what went wrong, how we can improve, and ultimately identify key learning points for our team. Our goal is to ensure that we provide the best possible care and service to all our patients.

How to make a complaint

If you have a complaint, please firstly inform a member of staff who can discuss with you whether you would like this escalated to the practice manager who will be passed your details to call you and discuss this.

Alternatively, the member of staff can provide you with the email address required to submit your complaint in writing to us. Rachael Allen (Practice Manager) is the lead for all complaints and will ensure that the issue is handled promptly and professionally; following our complaints policy and procedure.

Make a complaint online

What happens after you make a complaint

Acknowledgement: We will acknowledge all complaints within 3 working days of receipt.
Investigation and Outcome: We will outline an expected time frame for the completion of a full investigation and a written outcome.
Contact Details: In the acknowledgement, you will be provided with the contact details of the person handling your complaint.
Further Steps: If you remain unsatisfied with the response after the investigation, further details on what to do next will be provided in the written outcome correspondence.

We take all complaints seriously and strive to use each situation as an opportunity to improve our services.

If you have any questions about the complaints process or need assistance, please contact us by