Suggestions and Complaints




If you are satisfied, disappointed, or have any suggestions on how we can improve our services, please tell us by using our online triage.

You can talk to the Patient Experience Lead or fill in a complaints form (available from reception). We have a formal complaints procedure.

If you wish to make a complaint about primary care please visit the Patient Experience and Complaints - NHS Nottingham and Nottinghamshire Integrated Care Board


Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any member of staff working in this practice please let us know.

We operate a practice complaints procedure as part of a NHS system for dealing with complaints.


How to Complain

Complaints should be addressed to the Patient Experience Lead, Barnby Gate Surgery, 50 Barnby Gate Newark NG24 1QD.

Please ask at reception for complaints form if you prefer not to write a letter.


Complaints Procedure

You should expect an acknowledgement within 3 working days of receiving your complaint.

If you accept, the discussion will cover the period within which a response to your complaint is likely to be sent.

There's no set timeframe, and this will depend on the nature of your complaint.

If, in the end, the response is delayed for any reason, you should be kept informed.

If you made a complaint but do not receive a response or decision for more than 6 months, you should be told the reason for the delay.

Once your complaint has been investigated, you'll receive a written response.

The response should set out the findings and, where appropriate, provide apologies and information about what's being done as a result of your complaint.

It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman.


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

Patients are not discriminated against when complaints are made. The practice has systems in place to ensure that patients, carers and relatives are not treated adversely as a result of having complained.


Care Quality Commission

If you wish to share your experience (good or bad) of the practice with CQC you can go to their website or telephone 03000 61 61 61.