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1. Purpose and Scope
This policy sets out how Willow Green Surgery manages complaints in line with the NHS Complaints Regulations (2009). It ensures that all complaints are handled fairly, promptly, and transparently, with the aim of improving patient care and service quality.
The purpose of this policy is to:
Provide patients and representatives with a clear process to raise concerns. Ensure complaints are dealt with respectfully and without affecting ongoing care. Promote accountability, openness, and learning across the practice. Meet legal, regulatory, and contractual requirements.
This policy applies to:
All services delivered under the GP contract. All practice staff, both clinical and non-clinical. Complaints made verbally, in writing, or via a representative.
2. Principles
- Complaints will be handled in accordance with these principles:
- Accessibility & fairness – anyone can make a complaint.
- Timeliness – complaints are addressed as quickly as possible.
- Confidentiality – all complaints are managed in private.
- No detriment – care will not be affected by making a complaint.
- Learning & improvement – complaints drive service improvements.
- Transparency & openness – honest communication throughout the process.
3. Who Can Complain and Time Limits
Complaints may be made by a patient, their representative, or anyone authorised to act on their behalf (with consent). Complaints should normally be raised within 12 months of the issue or awareness of it. Late complaints may be accepted in exceptional circumstances.
4. How to Make a Complaint
Complaints can be made verbally, in writing, or by email. Written complaints should be addressed to the Practice Manager. Complaint forms are available from Reception and on the practice website.
5. Acknowledgement
All complaints will be acknowledged within 3 working days. The acknowledgement will confirm who is handling the complaint and agree timescales for investigation.
6. Investigation Process
The complaints lead will review records, interview staff, and gather evidence. If delays occur, the complainant will be informed and given revised timescales.
7. Response and Outcome
A final written response will be provided, including:
- the findings,
- an apology where appropriate, and
- actions taken to prevent recurrence.
The response will explain what to do if the complainant remains dissatisfied.
8. Escalation and External Routes If the complaint cannot be resolved locally, patients may contact:
- NHS Sussex ICB Complaints Team – 0300 140 9854
- Independent Health Complaints Advocacy – 0300 012 0122
- Parliamentary & Health Service Ombudsman – 0345 015 4033
9. Monitoring and Learning
All complaints are recorded in a complaints register. Complaints are reviewed quarterly to identify themes and service improvements.
10. Confidentiality and Records
Complaint records are stored separately from clinical records. Data protection and confidentiality requirements are always followed.
11. Training and Awareness
All staff are trained in complaint handling. This policy is displayed in waiting areas and on the practice website.
12. Timescales
- Acknowledgement: within 3 working days (legal maximum).
- Investigation: within 20 working days, or as otherwise agreed.
- Final response: within 28 calendar days where possible, but always within 6 months (legal maximum).
Summary of Timescales:
Stage | Legal Maximum | Best Practice Target Acknowledgement | 3 working days | Same/next working day Investigation | No fixed limit – must be 'reasonable' | 20 working days Final Response | 6 months | 28 calendar days
13. Practice Contact
All complaints should be addressed to: Practice Manager Willow Green Surgery Station Road, East Preston, West Sussex, BN16 3AH Tel: 01903 785152 To be reviewed annually or sooner if required Policy Review Reviewed by: S.Mulla & S.Ferguson
Review Date: 03 / 05 / 2026
Next Review Due: 03 / 05/ 2027
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- The Local Council can give advice on local advocacy services
- Other advocates and links can be found on this PHSO webpage
Further action
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 Public Service Ombudsman (PSO) at either:
Visit the Public Service Ombudsman website
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Willow Green Surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the Complaints Manager, Sonia Mulla, Practice Manager, but note this may need to be a booked appointment.
How can I make a complaint?
A complaint can be made verbally or in writing.
A complaints form is available from reception. Additionally, you can complain via our online form.
I want to complain to a third-party
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint.
They will contact us on your behalf:
NHS Surrey and Sussex ICB
Sackville House
Brooks Close
Lewes
BN7 2FZ
Visit the ICB website
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Complaints Manager will respond to you within three business days to acknowledge your complaint.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Complaints and the use of artificial intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words.
We are committed to handling complaints fairly, openly and compassionately, in line with the Public Service Ombudsman’s NHS Complaint Standards.
Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.
However, AI-generated text can sometimes:
- include information that is inaccurate or not relevant;
- use overly formal or legal language;
- make complaints longer or more complex than necessary; or
- make it harder for us to clearly understand your personal experience.
This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
- what happened;
- when it happened;
- how it affected you; and
- what you would like us to do to resolve the matter.
A short explanation in your own words is often more helpful than a long or highly formal letter.
If you choose to use AI tools, we recommend that you:
- check the wording carefully to ensure it reflects your own experience;
- remove any information that is inaccurate or not relevant; and
- take care when including sensitive personal information.
Please be aware that some AI tools may store or use information entered into them.
For further guidance on using AI to support a complaint, you may find this resource from the Public Service Ombudsman helpful:
Using AI tools to help your complaint
If you need support to make a complaint - for example due to language needs, disability, learning disability, or mental health or communication difficulties - please let us know. We will do our best to support you in a way that works for you.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.