Compliments and Complaints

If we are doing something well, please let us know. If we can improve upon it we will.

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


Patient Friend:

In the first instance we ask that you contact one of our Patient Friends. Patient Friends are there to take your side and to sort out any problems and escalate this rapidly. They can make things happen.


How to complain

We hope that most problems can be resolved easily and quickly at the time they arise and with the person concerned. You can phone to speak to the Practice Manager. It is in our interest to listen to you.

If however, this is not the case and you wish to make a complaint, we would like you to let us know as soon as possible.  Complaints should be addressed to:

Mrs J Foster

Practice Manager

Beacon Primary Care 

Sandy Lane Health Centre




You may wish to fill in one of our complaints forms (available at reception). Alternatively, you may ask for an appointment with Mrs. Foster in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.

What we shall do

  • You will be sent an acknowledgement note within five working days of receipt of your complaint.

  • We aim to have your complaint investigated within fourteen working days of the date you raised it with us.

  • We will investigate the incident and be in a position to offer you an explanation, or a meeting to discuss the problem with those concerned (if you prefer).

  • Respond to written complaints in writing.  

  • Make sure you receive an apology, where this is appropriate.

  • Endeavour to make sure that the problem is not repeated.



If you feel you need to take the problem further

We hope that if you have a problem, you will use our practice based complaints procedure. We believe that this will give us the best chance of correcting any problems. If however you are dissatisfied with either the practice based complaints procedure or the results of our investigation, you may contact :


NHS Eng­land P.O. Box 16738 Red­ditch B97 9PT

Tel: 0300 311 22 33 (Mon­day to Fri­day 8am – 6pm, exclud­ing Eng­lish Bank Hol­i­days)



Or the Public Health Service Ombudsman

Tel: 0345 015 4033  

You don’t ever need to worry about the ser­vice you receive in future being adversely affected because you have made a com­plaint. We take all com­ments seri­ously and only use the infor­ma­tion to review our ser­vices and make improve­ments, where needed.