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Suggestions and Complaints

The Doctors and Staff at Honeypot Medical Centre are committed to providing high quality healthcare and services to our patients.

If you have a complaint or concern about the service you have received from the Doctors or any of the Staff in the Practice, please do let us know. We consider complaints as an important means of learning and improving our services.

Please contact our Reception Manager Husna Shah, Practice Manager - Operations - Puja Raikundalia or Practice Manager - Business -  Penny Farish in the first instance.

We have a Practice Complaints Policy as part of the NHS Complaints Regulations and this meets national criteria.

Policy Objectives

Honeypot Medical Centre will:

    • Ensure patients are aware of how to complain and who to complain to.
    • Ensure patients understand how their complaint will be handled and the time frame.
    • Ensure there is a robust system to respond to, record and review complaints.
    • Ensure that staff are trained on our Practice Complaints Policy and also national "best practice" guidelines.
    • Ensure that we learn from complaints and that this learning is disseminated within the team.
    • Support compliments to the Practice to be disseminated to Staff.
    • Ensure that all complaints are treated in the strictest confidence.

How to complain

We hope that we can sort out most problems easily and quickly, often at the time they arise and with the person concerned. You can make a verbal complaint - please contact our Reception Manager Husna Shah or either of the Practice Managers, Puja Raikundalia or Penny Farish in the first instance, who will ensure that we deal with your concerns promptly and correctly.

However, if you wish to make a formal complaint, please do so as soon as possible, ideally within a few days, as this will enable us to establish what happened more easily and to address problems quickly. If this is not possible, then your complaint should be submitted within 12 months of the incident or within 12 months of discovering the problem. 

What we will do

    • Find out what happened and what went wrong
    • Invite you to discuss the problem with those involved, if you would like to.
    • Provide you with a meaningful apology where this is appropriate and act on your concerns as appropriate.
    • Identify what we can do to make sure the problem does not happen again and inform you of this.
    • Ensure all our staff learn from this. 

All formal complaints will be logged on the internal complaints log, along with action and learning points. These will then be discussed within the Practice management team and any actions implemented without delay to avoid such situations in the future. 

Complaining on behalf of someone else 

If you are not the patient, you may be able to make a complaint on behalf of another patient if the person:

    • is a child
    • has died
    • is unable to make the complaint themselves due to physical incapacity
    • lacks capacity within the meaning of the Mental Capacity Act 2000
    • has requested you to act on their behalf. In this case, the person must provide written consent for you to act on their behalf and for us to discuss any information with you. See Third Party Consent Form below.

Should you Not be Content with Our Response

We hope that, if you have a problem, you will use our Practice Complaints Procedure. We believe that this will give us the best chance of putting right whatever may have gone wrong and to improve our practice. However, if you are not satisfied with our response, then you can make a complaint to the Commissioner of the services; you may contact the NHS Complaints Advocacy Service on 0300 330 5454, they can provide free impartial support when you are making a complaint

Should you still remain dissatisfied, you may take your complaint to the Health Service Ombudsman: visit or call 0345 015 4033. Address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP  


Honeypot Medical Centre also undertakes an annual review of complaints. An annual report is produced giving details of:

      • The number of complaints received
      • A summary of subject matter
      • A summary of outcomes
      • Lessons learned and any improvements made
      • The way complaints were handled



PATIENT'S NAME:              ______________________________________________

TELEPHONE NUMBER:     ______________________________________________

ADDRESS:                            ______________________________________________


ENQUIRER / COMPLAINANT NAME: _______________________________________

TELEPHONE NUMBER:     ______________________________________________


ADDRESS:                            ______________________________________________


I fully consent to my Doctor releasing information and discussing my care and medical records with the person named above in relation to this complaint, and I wish this person to complain on my behalf.

This authority is for an indefinite period / for a limited period only (delete as appropriate).

Where a limited period applies, this authority is valid until...........(insert date)

Signed: ............ (Patient only)




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