Complaints Procedure

If you have a complaint of concern about the service you have received from the doctors, or any of the staff working in this practice, please let us know. 

Our complaint handling procedure sets out how we handle complaints and the standards we will follow. This procedure follows the relevant requirements in the Local Authority, Social Services and National Health Service Complaint Regulations 2009 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (the 2009 and 2014 Regulations).

How to Complain:

We recognise that we cannot always resolve issues as they arise and that sometimes people will want to make a complaint. The NHS Complaint Standards define a complaint as: an expression of dissatisfaction, either spoken or written, that requires a response. Complaints should be addressed to the Practice Manager. 

Complaints can be made to us:

• in person

• by telephone 01386 444400

• in writing; Riverside Surgery, Waterside, Evesham, Worcs, WR11 1JP

• by email riverside.surgery1@nhs.net – please mark FAO Practice Manager

We will consider all accessibility and reasonable adjustment requirements of people who wish to make a complaint in an alternative way. We will record any reasonable adjustments we make. We will acknowledge a complaint within three working days of receiving it. This can be done in writing, electronically or verbally.

Complaints must be made to us within 12 months of the date the incident being complained about happened or the date the person raising the complaint found out about it, whichever is the later date.

If a complaint is made to us after that 12 month deadline, we will consider it if:

• we believe there were good reasons for not making the complaint before the deadline, and

• it is still possible to properly consider the complaint.

If we do not see a good reason for the delay or we think it is not possible to properly consider the complaint (or any part of it) we will write to the person making the complaint to explain this.

Compliments & Feedback

We aim to provide a high quality service and are very interested in hearing any constructive comments you may have. Please use the form below to let us know your thoughts.