Complaints

We endeavour to offer the best service possible at all times, but there may be occasions when you feel that you wish to express dissatisfaction. The purpose of this page is to explain what to do if you have a complaint about the services that Courtside Surgery provides for you.

We offer an in-house procedure to deal with your concerns. The procedure does not deal with matters of legal liability or compensation, but we hope that you will use this process to give us an opportunity of reviewing and, where necessary, correcting any problems that may have arisen or mistakes that have been made.

Please note that we have a duty of confidentiality to patients and that written consent will be required from the patient if the patient directly concerned does not make the complaint.

If you wish to make a complaint please contact the practice by letter or email to Courtside.Surgery@nhs.net in the first instance.

Following the investigation of your complaint we will write a report recording the background to the complaint, the investigation process, the outcome and the proposed remedy (or remedies).

It is our aim that the interval between receiving a complaint and producing a written report should be no more than 10 working days. We hope to address your concerns fully, provide you with an explanation and discuss any action that may be taken.

At the end of this process we hope that you will feel satisfied that the matter has been fully resolved. If, however, this is not the case we can suggest ways to take it further with appropriate authorities.

For more information please see our Complaints Leaflet