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Feedback and Complaints

NHS Choices

NHS Choices website provides a way for patients to provide feedback on services they receive from their GP. It is also used for people considering a move to another surgery or who may be moving into the area, as it provides a rating system on the overall services provided by each Surgery across the country.  Please feel free to provide feedback on the services you have received at the Great Staughton Surgery by following the link to our page:

Friends and Family

Would you recommend our GP practice to friends and family if they needed similar care and treatment?
Please let us know your views, ideas and suggestions by completing a 'Friends and Family' card available in the waiting room. We ensure all responses are anonymous if a response if requested.

If you would like to give us feedback on our services, please feel free to email the surgery and add the subject Friends & Family within your text. Our email address is

If you have a complaint or concern about the service you have received from the doctors or any of the staff at Great Staughton Surgery, please let us know.
We operate a procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria laid down by the NHS and follows the 'Seven Steps to Patient Safety' document

Making a Complaint

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately.

How to complain

We hope most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do this, please let us have details of your complaint:

  • within 12 months of the incident that is the cause of the problem; or
  • within 12 months of discovering that you have a problem.

Complaining on behalf of someone else: please note we follow strict rules regarding patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this.

Customer service formWhat you should do

Initially telephone or speak to the Practice Manager in order to discuss your concerns. The Practice Manager will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint and a form will be given to you to complete.
Complaints should be addressed to Melanie Dingemans (Practice Manager) Tel: 01480 860770 Email:

Our Commitment to You
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within the time scale agreed with you, this will normally be within 28 days.
The time taken to investigate your complaint will depend on its complexity and the number of people involved. We will then be in a position to offer you an explanation, or to meet with you and your family if this is more appropriate. When we look into your complaint, we aim to:

    • find out what happened and what should have happened.
    • make it possible for you to discuss the problem with those concerned if this is your wish.
    • ensure the complaint is resolved to your satisfaction.
    • make sure you receive an apology, where this is appropriate.
    • identify what needs to be done to ensure the problem does not arise again.

Our Principles are:

    • to get it right
    • to be patient focussed
    • to be open and accountable
    • to act fairly and proportionately
    • to put things right
    • to seek continuous improvement

Complaining to Cambridgeshire and Peterborough Clinical Commissioning Group (CCG), NHS England or Parliamentary and Health Service Ombudsman
We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

The Cambridgeshire and Peterborough Clinical Commissioning Group (CCG) Patient Experience Team can offer confidential help and advice to resolve problems quickly, provide information about local health services and support groups, Independent Advocacy and other Patient Experience services, as well as give guidance on the NHS complaints procedure.

Freephone: 0800 279 2535 / Telephone: 01223 725588 


You can contact NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. Contact: Customer Contact Centre (CCC) NHS England, PO Box 16738, Redditch B97 9PT Tel: 0300 311 22 33 Website:

If NHS England cannot resolve your complaint, it can be referred to The Parliamentary and Health Service Ombudsman. Records will need to be provided to the Ombudsman to reach a complaint resolution. Contact Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Tel: 03450154033 / Email:  / Website:,

The Care Quality Commission (CQC) ensure health and social care services provide people with safe, effective, compassionate, high-quality care. The CQC can be contacted at 151 Buckingham Palace Road, London, SW1W 9SZ
Email: / Tel: 03000 616161 /

Patient Advice and Liaison Service (PALS) provide help and support regarding issues with other NHS organisations, such as hospitals and clinics. They provide:

    • advice and support to patients, their families and carers
    • information on NHS services
    • listens to concerns, suggestions or queries
    • help to sort out problems quickly

If you would like to talk to someone in PALs, on phone: 0300 131 1000 
PALS information is also available from their website on:

PALS Poster

PALS Leaflet

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