Comments & Complaints

The aim of everyone at the Tutbury Practice is to provide all our patients with the best care possible. Your help and ideas in achieving this are most welcome. You can speak to any member of the team and pass on your comments or if you would rather put pen to paper, we have comments leaflets on the front desk, which once complete can be placed in the Comments Box which is also located on the front desk.

Occasionally the service you receive may fall short of what you would expect. Most of the time this can be explained to your satisfaction by discussion with the Practice or Office Manager. Please talk to a member of our team who will try and sort out your concern at an early stage.

However, sometimes you may wish to make a formal complaint and we would request if possible, this be made in writing, addressed to the Practice Manager. Our address can be found on the ‘Contact Us’ page. We do accept verbal complaints also if you would rather speak to somebody directly. Please ask to see one of the team who will help you with this.

What we shall do

We shall acknowledge your complaint within 3 working days either by telephone or writing. We shall make every attempt to investigate and respond to that complaint within 10 working days. However, if the issues are complex or staff members are on leave this may take a little longer. We may even write to you to offer you a meeting with the people involved.

The purpose of the NHS Complaints procedure is to:

  • Find out what happened and what went wrong.
  • Provide an apology where this is appropriate.
  • Identify ways in which similar problems can be prevented.

If you feel that we have not responded to your concerns fully please do not hesitate to come back to us to discuss these further. However, if you feel this is not possible, please contact Patient Advice and Liaison Service (PALS). Details can be provided on request.

What we shall not do

At no point will the fact that you have made a complaint be recorded in your medical record. All issues will be treated in the strictest confidence and will not affect your current or future care.

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