Complaints & Suggestions

Courtyard Surgery welcomes constructive comments and suggestions from patients and you may leave these at Reception or talk to a member of staff.

We aim to provide the best service possible at all times. There may be occasions when you feel this has not happened and this page explains what to do if you have a complaint about the quality of service that we provide.

How to complain

If you wish to make a complaint please write to: Michael Wells, Practice Manager. Alternatively, you can phone the surgery and ask to speak to the management team.

We believe it is important to deal with complaints quickly so we aim to acknowledge receipt of your complaint within 3 working days and have responded to you within 20 working days. If we feel we need longer to investigate your complaint then we will advise you accordingly.

We will address your concerns fully, provide you with an explanation and discuss what action is to be taken and by the end of the meeting we hope you will feel that we have dealt with your complaint effectively.

However, if you are not satisfied and you wish to continue with your complaint, you can contact Parliamentary and Health Service Ombudsman (PHSO). Their details are shown below.

Patient confidentiality is very important to us therefore any complaint made by a third party and not directly by the patient would require the patient’s written consent.

A copy of the complaints leaflet is available from Reception or can be downloaded here: Complaints Leaflet

If you wish to complain on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

HealthWatch West Sussex - Health Complaints Advocacy Service

We hope that we will be able to deal with your complaint to everyone’s satisfaction but you have the right to approach  HealthWatch West Sussex Independent Health Complaints Advocacy Service (IHCAS) if you are unhappy with our explanation.

Contact Health Watch West Sussex:

Telephone 0300 012 0122  



Address: PO Box 1360, Crawley, West Sussex, RH10 0QS 

Complaining to the Health Services Ombudsman

We hope that if you have a problem, you will use our practice complaints procedure. 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 remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The ombudsman is completely independent of the NHS and Government. You can contact the ombudsman at:-

The Parliamentary and Health Service Ombudsman
City Gate, Mosley Street
M2 3HQ

Tel: 0345 015 4033


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