Complaints Policy

Uplands Medical Practice operates a complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.

Our aim is to give you the highest possible standard of service and we try to deal with all the complaints as quickly as possible and within 90 days.

Complaints can be made in writing to the practice manager, Malisha Fatima, via email at [email protected]. Alternatively, please pass your telephone number on to a staff member so Malisha can call you back to discuss your concerns.

Alternatively, you can download our ‘complaints & comments’ leaflet here.

We very much welcome any suggestions for service improvement.

Please note due to sensitive information that may be contained and shared; we do not exchange responses by email.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services provided by our practice.

If you are not content with the outcome of your complaint at a local level you can ask the Ombudsman to independently review your case by writing to:

The Parliamentary and Health Services Ombudsman
Millbank Tower

Email: [email protected]
Phone: 0345 015 4033

Although the practice would welcome the opportunity to investigate your complaint, you may prefer to choose to make your complaint to NHS England; details as follows:

Email: [email protected]
Contact Number: 0300 311 2233

Postal address:
NHS England
PO Box 16738
B97 9PT

Complaining on 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 letter signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.