Complaints and Compliments

West Street Surgery welcomes compliments.  We often receive positive feedback from our patients and it is wonderful to be able to share your comments with our staff.  If you would like to give feedback to the practice, please complete our Feedback form.

We endeavour to give you the best possible service at all times, but there may be occasions when you feel that you wish to express your dissatisfaction.

We hope that most problems can be sorted out easily and quickly, at the time they arise. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like to know as soon as possible.

West Street Surgery has a comprehensive complaints policy and procedure and meets the requirements of the NHS national criteria.

Should you wish to write a complaint, please ask a member of our Reception Team for our complaints information leaflet.

Complaints should be made in writing, for the attention of the practice manager, Emma Debbage.

Your complaint will then be thoroughly investigated. We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when 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, if you would like to.
  • Make sure you receive an apology, where appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

Please note that we have to respect our duty of confidentiality to our patients, and therefore if you are complaining on behalf of someone else, his or her written consent will be required before we can discuss their case with you.

This confidentiality also ensures that any personal details about your complaint will not be shared with anyone outside the practice unless express permission has been given by yourself.

You can also contact the NHS England for help or advice.

NHS England
PO Box 16738
B97 9PT


Tel: 0300 311 22 23 (Monday-Friday, 08:00-18:00)