We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can sometimes go wrong, resulting in a patient feeling that they have a genuine cause for complaint.  Where this does happen, we always work to ensure that the matter is settled as quickly and as amicably as possible. 

It is usually our policy, where patients do bring matters to our attention, to offer a call back in the first instance. This allows us to gain a full picture of what the issue is and potentially allows us to resolve things there and then.

We are always happy to follow up any such calls in writing, but we understand that some patients would prefer to put their concern in writing in the first instance. Where this is the case, complaints can be emailed to: bnssg.complaints.priory@nhs.net or dropped into Reception. There is a form available for this purpose below.

Complaints and phone calls cannot always be escalated to the Practice Manager in the first instance. Our Practice Manager is responsible for overseeing the safe and effective running of the practice as a whole, balancing the needs of patients, staff, and clinical services. For this reason, they are not always available to take calls at short notice, particularly where an issue can be resolved more quickly and effectively by another member of the team. All concerns and complaints are first reviewed by our Complaints Lead, who will triage the issue and ensure it is addressed appropriately, escalating to the Practice Manager where necessary. In addition, our Patient Engagement and Experience Manager (Reception Team Manager) is often able to help resolve concerns and support patients at an early stage. This approach allows us to respond fairly and consistently, whilst ensuring the practice continues to run smoothly for all our patients. Please note however, that the Practice Manager is made aware of every complaint that does come in and regularly reviews these with the Partners to identify any themes and/or learning needs that may have emerged.

Please click on the links below to access our complaints leaflet and complaints forms.