Complaints, Comments and Suggestions


Suggestions from patient are always welcome.  Please use the suggestion box at the reception desk to give us your comments and suggestions regarding the services we provide.  Please note this suggestion box should not be used to discuss personal medical issues or request advice.


Parkway Medical Group is committed to maintaining the highest possible standards of care.  When things go wrong, or are perceived to have fallen below the required standard, we recognise the need to have an effective complaints procedure to address the problems.

If you have a comment, complaint or concern about the services you have received from any of the staff working in Parkway Medical Group, please let us know.  We operate a practice based complaints procedure as part of the NHS procedure for dealing with complaints.  We take comments, complaints and concerns very seriously and will endeavour to deal with any issues efficiently and effectively. 

We encourage feedback as it’s useful to improve services. If you wish to share your views and experiences, positive or negative, simply speak with a member of staff. Often, many issues can be resolved by speaking with staff and it’s often worthwhile discussing your concerns early on in order to avoid an official complaint.

How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE- ideally within a matter of a few days. This enables us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager who will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

What we will do

You should expect an acknowledgement of your complaint within 3 working days of receiving your complaint.  There is no set timeframe within which a full response must be sent, and this will depend upon the the nature and complexity of your complaint. 

When we look into your complaint, we shall aim to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where appropriate
  • identify what we can do to make sure the problem doesn’t happen again.

When the investigations are complete your complaint will be determined and a final response sent to you.

Please see Complaints Leaflet below for further information.

Complaint Leaflet

Complaint form

Third Party Complaint form





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