Provide feedback

If you have any feedback, compliment, complaint or concern about the service that you have received from the doctors or staff working for the Selden Medical Centre, please contact the Surgery directly either by telephone, letter, a form from reception or completing the on-line form on this website.

If you have a complaint or concern you are entitled to an explanation. 

We offer an informal, in-house complaints procedure to deal with your complaints. The goals of the in-house procedure are to provide:
• A clear explanation
• An apology where appropriate
• Reassurances that steps will be taken to prevent the same thing happening again.

This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

This procedure does not affect your right to make a more formal complaint to NHS England nor to seek compensation in law.

Your complaint should be addressed to the Practice Manager who will ensure that it is investigated thoroughly and as speedily as possible.

We have a complaints form that can be obtained via the Selden Medical Centre reception. You do not have to use it if you prefer to set out your complaint in your own way. Alternatively, if you prefer to complain verbally, you can ask to speak to a member of staff who will record the details of your complaint for you.

It is likely that as a first step, the Practice Manager (or a member of staff nominated by her) will contact you directly to ensure they fully understand your complaint. They will then investigate/interview appropriate members of practice staff and may inspect relevant documents.

Our policy is to acknowledge receipt of a complaint within five working days and if further investigation is required, we will report back to you within two weeks, although in some cases, more time may be required.

At the conclusion of the investigation, your complaint will be discussed with you in detail in writing or verbally.

Please note that the Selden Medical Centre keeps 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. We cannot provide confidential information without appropriate informed consent.