Suggestions & Complaints

The Practice offers an informal in-house procedure to deal with complaints about the service we provide. Please ask to see the Practice Manager, who will give you further information. We attempt to resolve problems swiftly and take action as appropriate if we fail to achieve the high standards we aim for.

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 our practice. But this does not affect your right to approach the Healthcare Commission, if you feel you cannot raise your complaint with us or are dissatisfied with the result of your investigation you should contact: 

Healthcare Commission, Complaints Team, Peter House, Oxford Street, Manchester, M1 5AN. Tel: 02074489200.

There is also a form on the Contact Details page that you may use to make suggestions. We appreciate all feedback and are always looking for ways to improve our service to you.

Your Information

We ask for information about yourself so that you can receive the best possible care and treatment. We keep this information, together with details of your care, to ensure that your doctor or  nurse has accurate and up to date information it also may be needed if we see you again. We only use or pass on information about you to people who have a genuine clinical need for it. Whenever we can we shall remove details that identify you as an individual. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. For further information please refer to the leaflets held in reception entitled “Your Medical Records, Protecting Your Information

Freedom of Information

All the information at Somerton House Surgery is held, retained and destroyed in accordance with NHS guideline. Our commitment to publish information excludes any information which can be legitimately withheld under the exemptions set out in the Openness Code or Freedom Act 2000. Where individual classes are subject to exemptions, the main reason are for example; the protection of commercial interests and personal information under the Data Protection Act 1988. This applies to all classes within the Publication Scheme. The information on this Scheme is grouped into the following categories:

• Who we are
• Our Services
• Private Charges
• Funding Details
• Guidance and Information Leaflets
• Complaints
• Our Policies and Procedures