Complaints Procedure
Complaints Procedure
Here at The Community Practice, we pride ourselves on the service we provide to our patients. It is always disheartening to hear when patients are unhappy, but your feedback is important to us and helps us improve.
If you are unhappy with the service you have received, we kindly ask that you put your concerns in writing. This allows us time to fully investigate and provide you with a detailed reply.
You can contact us:
Your concerns will first be reviewed by our Complaints Advisor and, if necessary, escalated to the Practice Manager.
What to expect:
The Complaints Advisor will aim to acknowledge your complaint within 3 working days of receipt.
Complaints can take time to investigate. We may need to speak with all parties involved, review calls, and examine consultation notes before responding.
In line with NHS guidelines, complaints should be resolved within a “relevant period.” We follow the official NHS timescales for all complaints.
We want to reassure all patients that making a complaint will not affect your care or treatment at The Community Practice.
If you are unhappy with the outcome:
Once you have received your full response, your investigation and complaint will be considered closed.
If you remain unhappy, or if you do not wish to complain directly to the surgery, you may contact the Mid and South Essex Integrated Care Board (ICB):
Telephone: 01268 594444
Email: Mseicb.complaints@nhs.net
Post: Mid and South Essex Integrated Care System
Phoenix House, Christopher Martin Road
Basildon, Essex, SS14 3HG
Complaints policy