At Fryern Surgery, we are committed to providing the highest standard of care to all our patients. We welcome your feedback and are always keen to hear how we can improve our services.

Making a Complaint

If you have concerns or are dissatisfied with any aspect of the care or service you have received from our team, please let us know.

We aim to resolve most issues quickly and informally, often at the time they arise and directly with the person involved. However, if this is not possible and you wish to make a formal complaint, please do so as soon as possible—ideally within a few days or weeks. This helps us investigate the issue more effectively.

Complaints must be made within 12 months of the incident, or within 12 months of becoming aware of the issue.

To help us handle your complaint efficiently, we ask that you submit it in writing, providing as much relevant information as possible. Please address your complaint to the Practice Manager and send it to our general practice email [email protected].

What We Will Do

Our complaints procedure is designed to resolve issues fairly and promptly.

– We will acknowledge your complaint within 3 working days of receipt.
– We aim to provide a full response within 10 working days of acknowledgement. If further time is needed, we will keep you informed.

During our investigation, we will:
– Establish what happened and identify any issues.
– Offer you the opportunity to discuss your concerns with those involved.
– Apologise where appropriate.
– Explain any steps we will take to prevent a recurrence.

You will receive a full explanation of the outcome either in writing or, if preferred, at a face-to-face meeting.

Complaining on Behalf of Someone Else

If you are making a complaint on behalf of another person, please be aware that we must respect patient confidentiality. We will require the patient’s written consent before discussing any details with you unless prior authorisation has already been recorded.

Advocacy services:  

If you need independent advice or support regarding your complaint, you can seek this from an advocacy service. There are details for advocacy services available through the following link, then select ‘Getting support when making a complaint’:

If You Are Not Satisfied

We encourage you to use our practice complaints procedure first, as this gives us the best opportunity to resolve the issue and improve our service.

If you are not satisfied with our response, or prefer not to raise your concern directly with us, you can contact the local Integrated Care Board (ICB):

Hampshire and Isle of Wight Integrated Care Board
Email: [email protected]
Phone: 0300 561 2561
Address:
Omega House
112 Southampton Road
Eastleigh
Hampshire
SO50 5PB

Parliamentary and Health Service Ombudsman

If you remain dissatisfied after our response, you can escalate your complaint to the Health Service Ombudsman, who is independent of the NHS and government:

Website: www.ombudsman.org.uk
Phone: 0345 015 4033
Address:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Healthwatch Hampshire

You may also contact Healthwatch Hampshire for independent support, advice, or information:

Website: www.healthwatchhampshire.co.uk
Phone: 01962 440 262
Address:
Freepost RTHH-KGST-ZRBC
Healthwatch Hampshire
Westgate Chambers
Staple Gardens
Winchester
SO23 8SR