Raise a Concern or Complaint

Tell Us About a Concern 

Our Commitment 

“Our team are committed to delivering excellent patient care in a professional, friendly and safe environment. With patients and staff working together, we can ensure everyone is treated with courtesy, consideration and respect.” 

We welcome feedback about your experience at Newbold Surgery, whether a concern, suggestion or formal complaint. It helps us improve care and services for all patients. 

If You Have a Concern 

If you have a concern about your care or treatment, please speak with the doctor, nurse or healthcare professional involved where possible. Many concerns can be resolved quickly through discussion or clarification. 

If you are unsure who to speak to, our Reception Team can listen, offer guidance and direct your enquiry to the appropriate person. 

The Practice Manager may not always be immediately available, but all concerns will be reviewed and passed to the appropriate person. 

How to Raise a Concern 

You can raise a concern by: 

• Speaking to a member of our Reception Team 

• Speaking directly with the clinician involved in your care 

• Completing our online form below 

• Writing to the Practice Manager 

We aim to resolve concerns early, where appropriate, without a formal complaints process. 

Newbold Surgery Online Complaints Form – Click Here, Print Off & Complete By Hand

Making a Formal Complaint 

If your concern remains unresolved, or you wish to make a formal complaint, we will handle it under the NHS Complaints Procedure. Raising concerns with the service involved allows issues to be investigated fairly and lessons learned where appropriate. 

To help us investigate your complaint, please provide: 

• Your name and contact details 

• Details of the issue or incident 

• When the issue occurred 

• The names of any staff involved, if known 

• The outcome you are seeking 

Complaints should normally be made within 12 months of the event, or of becoming aware of it. 

We will acknowledge formal complaints within three working days. Investigations can take up to 20 working days and, in exceptional circumstances, may take longer. We will keep you informed if this is the case. 

What Happens Next? 

Once we receive your concern or complaint, we will: 

• Review the information and contact you if further details are needed 

• Discuss the matter with those involved, where appropriate 

• Investigate the issues and respond, explaining any action taken and, where something has gone wrong, provide appropriate support, truthful information and a written apology where warranted 

We are committed to being open, fair and respectful throughout the process. 

Help Us Put Things Right 

We understand that patients may be reluctant to raise concerns. We see feedback as an opportunity to learn and improve and would rather know when something has not met your expectations so we can address it. 

Your feedback helps improve care and service for all patients.