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we hope that most of the difficulties that arise in your contacts with the surgery can be dealt with and sorted easily and quickly, usually when they arise and with the person concerned. If you are unhappy with the solution that has been suggested, then if it relates to a clinical matter it is always possible to speak at an arranged meeting with one of the GP's. For all other matters please speak with The Assistant Practice Manager. The complaints procedures will then be explained and your concerns are dealt with promptly

For any formal complaints, we request that these are in writing to the APM, it will be acknowledged within 3 working days from when the complaint was made. all complaints will be properly investigated and within 30days from the date that you raised the complaint with us, or where this is not possible, as soon as reasonably practicable. We will provide the complainant with a written statement of the investigation.

When we look into a 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 should wish to do so.

Make sure that you receive an apology, where this is appropriate

Identify what we can do to make sure that the problem dose not happen again.

All complaints are reviewed annually

All complaints are treated in the strictest confidence.

If you are still un satisfied with any of our responses you can take your complaint further to the Surrey Downs CCG, NHS England - or The Parliamentary and Health Service Ombudsman -


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