Every patient has the right to make a complaint about the treatment or care they have received at Spa Medical Centre.

We understand that we may not always get everything right, and by telling us about the problem you have encountered, we will be ale to improve our services and patient experience.

We operate a practice complaint procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to our Complaints Manager, Ali Robson, but note this may need to be a booked appointment.

You can also make a complaint in writing, by addressing it to Ali Robson, Complaints Manager.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint.

You can contact the Patient Advice and Liaison Service (PALS). This is a free, confidential and independent service that you can use to talk to someone who understands the complaints process and can offer come guidance and support.

For further information, please visit: Patient Advice and Liaison Service page on the NHS website

If you would like further information about complaints, please see our Complaints leaflet.