Complaint Procedure

Have you any compliments, comments, or complaints? If so we would like to hear them

We aim to provide patients with the best care we can, but occasionally we can fall short of the mark. If you have any compliments, comments, concerns, or complaints about our service we would like to hear about it.

We would encourage you to speak to whoever you feel most comfortable with, your Doctor, Nurse or Practice Manager- If you would prefer your feedback in writing, please send it to:

Emma Ferguson – Practice Manager

Concord Medical Practice
Victoria Road Health Centre,
Victoria Road,
NE37 2PU

If you have a complaint to make, please do not be afraid to say how you feel. We welcome feedback to help us improve our standards, and you will not be treated any differently because you have complained. We do our best to put right anything that has gone wrong.

You can contact NHS England directly on 0300 311 2233

Thank You

Complaining to NHS England

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

Need help making a complaint?

If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.