Suggestions, Concerns & Complaints

Want to make a suggestion to the practice?

Your comments and suggestions are important to us, please email Please use this email for suggestions as to how we can improve our service to you.

Medical matters and complaints cannot be dealt with via this email. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

Want to raise a concern or make a complaint?

Talk to us: Every patient has the right to raise a concern or make a complaint about the treatment or care they have received at Berrycroft Community Health Centre.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to: Most concerns or complaints can be resolved at a local level.  Please speak to a member of staff if you have a concern and they will assist you where possible.  Alternatively, ask to speak to the complaints manager or their representative, but note that this may need to be a booked appointment.

Concerns or complaints can be made verbally or in writing - to make a complaint in writing, a form is available from reception; you can complete the form on this website or you can contact us via email to  Please detail in your communication what you would like us to do to put things right.

The complaints manager, or their representative, will respond within three business days to acknowledge your complaint.

Time frames for complaints: The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you became aware of the matter about which you wish to complain, except in exceptional circumstances.

Investigating complaints & Confidentiality: We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.  We would usually be able to respond to you within 28 working days but may take less time for some complaints or longer for clinical and detailed complaints.

We will investigate all complaints effectively and in conjunction with current legislation and guidance.  We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient's healthcare record.

Third party concerns & complaints: We allow third parties to raise a concern or make a complaint on behalf of a patient.  The patient must provide consent for them to do so.  A third-party complaint form is available from reception.

Final response: If you are unhappy with our response, you can refer your complaint to the Parliamentary and Health Service Ombudsman, who investigate complaints about the NHS in England on 0345 015 4033 or