Complaints

If you have a complaint about the practice, please email hiowicb-p.patientexperience@nhs.net or request a complaints & comments form. Alternatively, you may wish to give details to a Care Navigator who will pass your information and complaint details to our Communications & Patient Liaison Officer. You can also write to us.

Please be assured that your complaint is very important to us and we will answer your concerns as soon as possible.

We will send a formal acknowledgement and explain our processes to you. We aim to do this within three working days, however at busy times this may take longer.

It would be helpful if you could provide us with:-

  • Your full name and contact details (including telephone number)
  • The patient’s full name & date of birth (if you are complaining on behalf of someone else, we will need written consent from the patient indicating they agree to you acting on their behalf)
  • The name or job title of any member of Staff involved, or which service ie: admin, quality of care, operational (eg: telephones, webpage, access)
  • The date and time of the incident
  • The reason for your complaint – describe in one or two sentences the issues that led to this complaint; this will help us understand the key problems you have experienced
  • The outcome you seek (Common outcomes that help us improve our service include training, improved communication, looking at ways to work differently or by simply apologising where your experience has not been as you wished)

We will do our best to keep complainants informed where timescales need to be extended. We will endeavour to respond to your complaint within 20 working days.

Southsea Medical Centre
Carlisle Road
Southsea
Hampshire

PO5 1AT

Telephone: 023 9285 1199

Date published: 20th September, 2023
Date last updated: 26th February, 2024