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The Complaints Procedure

When should I complain?

You should complain as soon as possible. Complaints should normally be made within 12 months of the date of the event that you’re complaining about, or as soon as the matter first came to your attention.

The time limit can sometimes be extended (so long as it’s still possible to investigate the complaint). An extension might be possible, for instance in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma.

If your complaint is made directly to the surgery the Practice Manager or a nominated deputy in her absence will in the first instance contact you by telephone to discuss how you would like the complaint to be handled including time scales and how all future contact should be made. We will endeavour to be flexible at all times. We will also let you if the surgery has changed any processes as a result of your complaint after being discussed in our practice staff meeting.

Please note: If we are unable to contact you by telephone we will write to you.

If you made your complaint to NHS England you will receive the findings of the investigation together with an appropriate apology and the changes or learning that have taken place as a result of the investigation.

If you need further information please ask for our ‘How to make comments, suggestions and Complaints’ leaflet from reception.

If you are still not satisfied

The Parliamentary and Health Service Ombudsman on telephone number: 0345 015 4033. People’s rights are explained at

If a person pays for their treatment privately and they are not happy with the way their GP practice has dealt with their complaint, they can contact the Independent Healthcare Advisory Service (IHAS) at or the Independent Sector Complaints Adjudication Service by calling: 020 3713 1746 or visiting

They can also contact the General Medical Council (GMC) on telephone number: 0161 923 6602, or visit the website at

If you need support in putting your complaint together, you can contact your local Healthwatch for information:

Patients who are aggressive or violent

See also BMA guidance for the removal of patients from GP Lists
We operate a zero tolerance approach to aggressive behaviour or violence towards our staff or other persons on the premises.  If a patient becomes violent or aggressive he/she will be asked to leave immediately.  If he/she refuses, the police will be called.  Panic buttons are installed around the premises for urgent police attendance.  The practice manager has the right to remove a violent or aggressive patient from the practice list with immediate effect.

Patient Charter


At Woodlea House Surgery we have set ourselves the following standards, to try to ensure the best possible health care for you and your family.  We aim to give you the most appropriate treatment and advice for your individual situation.  Any proposed treatment or care will be administered by suitably qualified members of staff.  We also aim to ensure that you fully understand and consent to all aspects of your health care.

Please feel free to ask questions if you are unsure about anything.  It is our belief that we have a responsibility to you, the patient, and that you have a responsibility to the practice, and to others needing our services.  We ask that you make use of our facilities as wisely and responsibly as possible.  In addition, if you decide you no longer need an appointment for further treatment, or a second opinion, which has been made for you, please inform both the hospital and us.

Please click on the link below to go to our Patient Charter page for more information…
Woodlea House Surgery Patient Charter

Your Medical Records

We ask you for information about yourself so that you can receive proper care and treatment. You have a right of access to your medical records; please ask one of the reception staff or contact the practice manager or the secretary for further information.

Please be assured that your medical records are treated in the strictest of confidence, we abide by:-

  • The Caldicott Principles of confidentiality
  • The Data Protection Act of 1998
  • The Freedom of Information Act 2000
  • Privacy and Electronic Communications Regulations
  • The Human rights Act of 1998

Information Governance Policy

Information is a vital asset, both in terms of the clinical management of individual patients and the efficient management of services and resources. It plays a key part in clinical governance, service planning and performance management.

It is therefore of paramount importance to ensure that information is efficiently managed, and that appropriate policies, procedures and management accountability and structures provide a robust governance framework for information management. Read more…