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0191 265 5911
17-19 Heaton Road
Newcastle upon Tyne Tyne & Wear NE6 1SA

Practice Complaints Procedure

Updated on 9th August 2018 at 11:21 am


Heaton Road Surgery


If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice please let us know.  We operate a practice complaints procedure as part of the NHS system for dealing with complaints.

How to Complain

We hope that most problems can be sorted out easily and quickly, ideally at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

  • 12 months of the date on which the matter occurred;


  • 12 months of the date on which the matter came to the notice of the complainant.

Written complaints should be addressed to our Executive Partner, Dr L McWhor.  Alternatively, you may ask to speak to the Patient Services Manager , or any of the doctors working at the practice in order to discuss your concerns.  They will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within two working days of receipt and will provide you with a time frame to fully investigate the issues raised. We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your 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 would like this;
  • make sure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem does not happen again.

Complaining of behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable of providing this due to their illness, they are under 16 years of age or deceased.

We can provide a Patient Authorisation Form that requests all the necessary information and just requires a signature from the patient once their representative has completed it.

Complaining to the Health Services Ombudsman

 It is the aim of the NHS Complaints Procedure that complaints be resolved at a local practice level. However, if you remain dissatisfied you have the right to request an independent review by the Health Services Ombudsman.

If you have any questions about whether the Ombudsman may be able to help you or about how to make a complaint please contact them:-

Helpline:       0845 015 4033


Fax:                 020 7217 400

In writing:     The Parliamentary and Health Service Ombudsman





Further information can be found on their website at:

The Independent Complaints Advocacy Service

 Should you require any direct help or advice making your complaint you can contact your local Independent Complaints Advocacy Service (ICAS):


The Executive CentreNewcastle

Cuthbert House

City Road, All Saints

Newcastle upon Tyne

NE1 2ET                                            Tel: 0808 802 3000