Complaints & PALS

Laurel House Surgery




If you have any complaint or concern about the service that you have received from the doctors or staff working at Laurel House Surgery you are entitled to ask for an explanation. The practice operates an informal, in-house complaints procedure to review and deal with any problems you experience

In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

 This procedure does not deal with matters of legal liability or compensation.

 This procedure does not affect your right to make a formal complaint to the Health Authority if you so wish, nor does if affect your right to seek compensation in law.


The goals of the in-house complaints procedure are:


  • To offer a clear explanation
  • For the practice to offer an apology where appropriate
  • To give reassurance that steps will be taken to prevent the same thing

happening again


Care must be taken to ensure patient confidentiality at all times. If you have any complaint or concern about the service that you have received from the doctors, nurses or other staff working at Laurel House, please let the practice know. A Laurel House Surgery complaints procedure is available as part of the NHS complaints system for dealing with complaints. This procedure meets the national criteria.


How to Complain:


Hopefully most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, please let the practice know - ideally within a matter of days or at the most a few weeks. This way it is easier to establish what happened.


If it is not possible to do that, please provide details of your complaint within 6 months of the incident that caused the problem or within 6 months of the date of discovering that you have a problem, providing that it is within 12 months of the incident.


The practice manager or Senior Partner will be pleased to deal with any complaint and will explain the procedure to you and make sure that your concerns are dealt with promptly.


Making Your Complaint:


  1. a) You can make your complaint in person – please advise a member of our reception staff that you wish to make a complaint and they will advise you of the procedure you will need to follow.


  1. b) You can make your complaint in writing – please give as much information as you can, then send your complaint to the practice for the attention of the practice manager, Mr. Wayne Gardner.


What the Laurel House Surgery will do:


Acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date of receipt at the practice.


The practice should then be in a position to offer an explanation or a meeting with the people involved. After reviewing your complaint, the aim is to 


  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned

  if you would like this

  • Make sure you receive an apology where this is appropriate
  • Identify what can be done to make sure the problem does not happen

  in the future


At the end of the investigation your complaint will be discussed with you in detail either in person - you may be asked to attend a meeting with those concerned or in writing.


Complaining on behalf of someone else:


Laurel House Surgery adheres to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice has to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable - because of illness, of signing this.


Complaints – Contact Details:


Please use the practice Complaints Procedure. It is believed this will give Laurel House Surgery the best chance of putting right whatever has gone wrong and an opportunity to improve our work in the practice. However, this does not affect your right to approach the local Patient Services Team (P.S.T.) who will also look into your complaint if your are not satisfied with the response you have received from the practice.

Their number is:  0800-030-4563,


If you still remain dissatisfied with the responses to your complaint, you have the right to ask the Healthcare Ombudsman to review your case. The Healthcare Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service. You can contact them on 0345 015-4033.


If You Need Help:


If you need assistance in making a complaint you can contact the Independent Complaints Advocacy Service at:

ICAS, 1st Floor, Clarendon House

9 – 11 Church Street

Basingstoke   Hants RG21 7QG Telephone:  01256 463758 / 0845 600 8616


You may also refer your complaint or concern to the Local Patient Advice and Liaison Service P.A.L.S.










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