At Manor Medical Practice, we are committed to providing high-quality care. However, we understand that sometimes things don’t go as expected. If you are unhappy with any aspect of the service you’ve received, we want to hear from you so that we can learn, improve, and, where possible, put things right.

This page outlines how you can make a complaint and what you can expect from us.

Our Promise to You

We take all complaints seriously. If you raise a concern or complaint, we will:

• Listen without judgment

• Investigate thoroughly and fairly

• Respond promptly and clearly

• Keep you updated throughout the process

• Learn from any mistakes to improve our services

Please note: general comments or informal feedback are welcome, but this procedure specifically covers formal complaints.

How to Make a Complaint

You can make a complaint if you are a patient, or on behalf of a patient with their permission.

You can do this by:

• Writing to the Complaints Manager (Patient Services Manager)

• Emailing us at B83012.manormp@nhs.net

• Completing the complaints form by following the link at the bottom of the page. 

• Speaking to a member of the team who can help you begin the process

If you are complaining for someone else, we may need written consent from the patient.

If the person is unable to give consent (for example, due to illness or age), a close relative, carer, or legal guardian may act on their behalf.

Time Limits for Complaints

You should raise your complaint within:

• 12 months of the event happening, or

• 12 months of becoming aware there was a problem

In some cases, we may still consider a complaint after this time if there is a valid reason for the delay and we can still carry out a fair investigation but please let us know as soon as possible.

What Happens Next

Once we receive your complaint:

1. Acknowledgement:
   We’ll send you a written acknowledgment within 3 working days.

2. Investigation & Response:
   We aim to respond fully as soon as possible, but if we need more time, we’ll keep you updated and provide a new timescale.

3. Outcome:
   Our final response will include:

   • A clear explanation of our findings

   • Any actions or changes we are making

   • An apology, if appropriate

   • Information on what to do if you are still not satisfied

Support with Your Complaint

You can ask for help with making a complaint from an independent advocacy service. We can provide contact details if you need them.

You also have the option to raise your complaint directly with NHS England instead of contacting the practice.

If you remain unhappy after our final response, you can refer your complaint to the Parliamentary and Health Service Ombudsman.

Unreasonable or Persistent Complaints

While we aim to resolve all concerns fairly, we may take additional steps if someone:

• Becomes aggressive or abusive

• Repeatedly raises the same issue without new evidence

• Refuses to cooperate with the process

In such cases, we may limit communication to one senior contact, restrict how and when you can contact us, or decline to revisit the issue if it’s already been addressed.

Confidentiality

Your complaint will be treated in the strictest confidence. It will not be recorded in your medical notes, and your care will not be affected in any way.

If we need to review your medical records as part of the investigation, we will inform you in advance.

Still Not Happy?

If you're not satisfied with our final response, we may offer you a meeting with the Complaint Lead GP and Complaints Manager to discuss things further. In some cases, we may involve a local mediation service to help resolve the issue.

You also have the right to take your complaint to the Health Service Ombudsman, who is independent of the NHS.

Their website is: We are the Parliamentary and Health Service Ombudsman | Parliamentary and Health Service Ombudsman (PHSO)

Complaints Policy

The practice complaints policy can be found here.