Sawston Medical Centre, Linton Health Centre, Barley Surgery
Market Hill Surgery & Shelford Health Centre
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Sawston Medical Centre, Linton Health Centre, Barley Surgery, Market Hill Surgery & Shelford Health Centre

Comments & Complaints

We strive to offer the best possible treatment and care. We welcome comments and suggestions for improving our services. However, if you have a complaint or concern about the service you have received from any member of staff working for Granta, please let us know as soon as possible. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.

“How do I complain?”

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.

However, if your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily. If this is not possible, please let us have details of your complaint within 12 months of the incident that is the cause of the problem, or within 12 months of discovering that you have a problem.

“I wish to complain on behalf of someone else – how do I do this?”

We adhere to the strict rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have their permission to do so. Written consent from the patient concerned is required, unless there are exceptional circumstances (illness, incapacity, etc.).

“What do I need to do?”

Please write in with details of your complaint or concern and include as much detail as possible – dates, times, staff involved, details of telephone calls, etc.

Complaints should be addressed to Sandra East, Head of Patient Services, either via email or by post to Granta Medical Practices, London Road, Sawston, Cambridgeshire, CB22 3HU.


Our Commitment to You

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within the time scale agreed with you. The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate. When we look into your complaint, we aim to:

  • Find out what happened and what should have happened.
  • Make it possible for you to discuss the problem with those concerned if this is your wish.
  • Ensure the complaint is resolved to your satisfaction.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what needs to be done to ensure the problem does not arise again.

Our Principles are:

  • To get it right
  • To be patient focussed
  • To be open and accountable
  • To act fairly and proportionately
  • To put things right
  • To seek continuous improvement

Taking matters further

We hope that if you have a problem you will contact us directly. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you feel it would be helpful to speak to someone independent of the practice for support and advice in pursuing your complaint you may like to contact one of the following organisations:-

Cambridgeshire & Peterborough Clinical Commissioning Group (CAPCCG)

As a patient, relative or carer you may sometimes need to turn to someone for help, advice and support and this is where the CAPCCG Patient Experience Team can help.

They can offer confidential help and advice, give guidance on the NHS complaints procedure, give advice on where to direct your NHS complaint, provide information about local health services and support groups, and signpost to other organisations such as Independent Advocacy and other patient experience services.

CAPCCG Patient Experience Team, Bartholomew’s Walk, Cambridgeshire Business Park, Angel Drove, Ely, Cambridgeshire, CB7 4EA.

Freephone: 0800 279 2535 or 0 3300 571 025


NHS England (NHSE)

Complaints about GP and pharmacy services are managed by NHS England. You can send your complaint directly to the NHS England Customer Contact Centre.

NHS England – Customer Contact Centre, P O Box 16738, Redditch, B97 9PT.

Telephone: 0300 311 22 33


Parliamentary & Health Service Ombudsman (PHSO)

If you are unhappy with the final response to your complaint and would like to take the matter further, you can ask the independent Parliamentary & Health Service to investigate.

The Parliamentary & Health Service Ombudsman, Millbank Tower, 30 Millbank, London, SW1P 4QP.

Telephone: 0345 015 4033


Who else can help?

If you feel you need support in making your complaints this is available through Total Voice Cambridgeshire & Peterborough Independent Health Complaints Advocacy. They provide a free, independent, and confidential support for people who wish to make a complaint about the care they received from the NHS. An advocate can explain the complaints process and give guidance on writing an effective complaint letter and where appropriate you can have one to one advocacy support.

VoiceAbility, Unit 1, The Old Granary, Westwick, Oakington, Cambridge, CB24 3AR.

Telephone: 0300 303 1660