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Complaints Policy St Luke’s Surgery


We always try to provide you with the best services possible but there may be occasions when you feel that this has not happened. Or you may like to take the opportunity to highlight areas where you think we are doing well.

You are often in the best position to: -

a) suggest how we could improve our services

b) complain when you feel we have not performed as well as we could.

c) let us know what we are doing well

We hope that in the first two cases you will give us an opportunity of investigating, and where necessary, putting right, any problems you have identified or mistakes that have been made.

Both suggestions and complaints will be dealt with by the Practice Manager, Mrs Bronia Hallum.  All those who complain will receive a response within 3 working days acknowledging receipt and the start of investigations; as we want to resolve our complaints as quickly and effectively as possible.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

We hope that 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, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Mrs Hallum can explain the procedure to you and make sure that your concerns are dealt with promptly.  You can make your complaint:

In Person or In writing - some complaints may be easier to explain in writing. Please give as much information as you can (there is a form available to download below, or from reception), then send your complaint to Mrs Bronia Hallum as soon as possible. 

Download here:  Feedback and Complaints form

Complaints Policy: Complaints Policy

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim 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 appropriate
  • identify what we can do to make sure the problem does not happen again.
  • At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What you can do next

We hope that, if you have a problem, you will use the practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

Alternatively, if you feel you cannot raise your complaint with us, you can contact NHS England by email (please write ‘For the attention of the Complaints manager’ in the subject line), by telephone on 0300 311 2233, or by post at: NHS Commissioning Board, PO Box 16738, REDDITCH, B97 9PT.

If you have a complaint about the 111 / Out of Hours Service, please contact the Patient Experience Service at: Omega House, 112 Southampton Road, Eastleigh, SO50 5PB, Tel No:  023 8062 7600, Email:

For advice on how to complain, or to ask for an advocate, please contact Healthwatch Hampshire, Freepost RTHH-KGST-ZRBC, Westgate Chambers, Staple Gardens, Winchester, SO23 8SR. 

Tel No: 01962 440262, Email:

If you have received particularly good service from us, please let us know and we will tell the clinician or member of staff concerned.


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