COMPLAINTS PROCEDURE
Every patient has the right to make a complaint about the treatment or care they have received at Coulby Medical Practice.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Most complaints can be resolved at a local level. Please speak to our complaints manager Lindsay Stevenson.
A complaint can be made verbally or in writing. Additionally, you can complain via email to nencicb-tv.coulbymedical.p@nhs.net
If for any reason you do not want to speak to a member of our staff, then you can request that the commissioner of the service, the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
Primary Care complaints
c/o North of England Commissioning Support Unit
John Snow House
University Science Park
Durham
DH1 3YG
Tel: 0191 512 8277
If you remain dissatisfied with the response to your complaint and do not wish to arrange a meeting to discuss this further, you have the right to escalate your complaint to the Parliamentary and Health Service Ombudsman (PHSO) to review your case. You can contact the PHSO on telephone: 0345 015 4033 or in writing to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.
