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Comments & Suggestions

We strive to give you the best levels of service and care possible however there may be a time when you wish to make a complaint, please initially contact Mrs Rachael Harcourt the Operations Manager, Knowle House Surgery and make known to her verbally any problems that you are encountering. She will endeavour to solve your problems as soon as possible.

If the Operations Manager is unable to solve your problem please write to Mr Craig Smith-Avery the Practice Manger stating the nature of your complaint and the outcomes you would hope for in order for your complaint to be resolved.

On receipt of your complaint, you will be acknowledged within 2 working days and this may take the form of either direct contact such as a telephone call or an acknowledgement letter. We aim to investigate your complaint and give you a detailed explanation of events leading up to the problem that you encountered, an apology should you require one and any action we have taken to prevent these problems happening again. Normally this should be within ten working days.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.

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