Compliments and Complaints

We would love to hear your valued feedback.

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.

However, please let us know when we are doing things right.

Any compliment received will be shared with the relevant department. Hearing about your positive experiences with our clinicians, nurses or reception team would be extremely valuable to us here at Park Lane Surgery.

If however you wish to make a compliant, please see details below for more information on our compliments and complaints procedure

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.