Suggestions & Complaints

We are committed to providing the best possible care for all our patients. If you are unhappy with any aspect of our service, please let us know. Your feedback helps us improve.

How to make a complaint:

• You can speak to any member of staff directly, who will try to resolve your concern at the time.

• If you prefer, you can make a written complaint by email or letter addressed to the Practice Manager. Email is mhcc.fiveoaks@nhs.net

• Please include as much detail as possible so we can look into the matter fully.

What happens next:

• We will acknowledge your complaint within 3 working days.

• A full investigation will be carried out, and we aim to respond within 28 working days.

• If it takes longer, we will keep you updated.

Further help:
If you are not satisfied with our response, you can escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO). You may also seek advice from your local NHS Complaints Advocacy Service.

We welcome all feedback, whether positive or negative, as it helps us to continually improve the care and services we provide.