The Complaints Process

Otford Medical Practice

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Otford Medical Practice. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Practice Manager.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NSH England
PO Box 16738
B97 9PT
Tel: 03003 112233

A complaint can be made verbally or in writing. A complaints form is available from Reception.

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will respond to all complaints within 3 business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Otford Medical Practice will investigate all complains effectively and in conjunction with extant legislation and guidance.


Otford Medical Practice will ensure that all complaints are invesigated with the utmost confidentiality and that any documents are held separately from the patient's healthcare record.

Third party complaints

Otford Medical Practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from Reception.

Final response

Otford Medical Practice will issue a final formal response to all complainants which provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

Advocacy support

  • POhWER support centre can be contacted via 0300 456 2370
  • SeAp Advocacy gives advocacy support on 0330 440 9000
  • Age UK on 0800 055 6112
  • Local Council can give advice on local advocacy services

Download a .pdf copy of the Complaints Process

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation, then you can escalate your complaint to:

Parliamentary Health Service
Ombudsman (PHSO)
Milbank Tower
Tel: 0345 015 4033