Ways to Make a Complaint
1) Speak to Us Directly
If you have a concern, please speak with a member of our team. Our staff are trained to listen to your feedback and can help resolve many issues on the spot.
Alternatively, you can request to speak directly with our Practice Manager, Catherine White
You can also fill in a patient feedback form on this website.
2. Submit a Written Complaint
Complaints can also be made in writing. You may submit a complaint form (available at our reception) or email us at admin.miltonsurgery1@nhs.net
3. Contact the Integrated Care Board
If you prefer not to discuss your complaint with us directly, you may contact Cambridge and Peterborough Integrated Care Board (ICB), who will investigate on your behalf:
Cambridge and Peterborough ICB Patient Experience Team
Tel: 0800 279 2535
Email: cpicb.pet@nhs.net
Complaint Handling Process
Acknowledgement – We will acknowledge receipt of your complaint within five business days.
Investigation – Our team will investigate thoroughly, following all NHS guidelines to ensure confidentiality and fairness. Complaint documents are securely stored separately from your medical records.
Communication – We will keep you updated on the status of your complaint and are available to answer any questions throughout the process.
Complaint Outcome
Once our investigation is complete, we will provide a formal response detailing the findings and any actions to address your concerns.
Complaints on Behalf of Others
If you wish to make a complaint on behalf of someone else, the patients written consent is required. Please request a third-party complaint form at our reception.
Further Support and Advocacy
If you would like support with your complaint, the following organisations provide advocacy services:
POhWER Advocacy: 0300 456 2370
Advocacy People: 0330 440 9000
Age UK: 0800 055 6112
Local Council: Contact for local advocacy services
Next Steps if Unsatisfied
Suppose you are dissatisfied with the outcome of your complaint with us or NHS England. In that case, you may escalate the matter to the Parliamentary and Health Service Ombudsman (PHSO):
Milbank Tower, Milbank
London, SW1P 4QP
or
Citygate, Mosley Street
Manchester, M2 3HQ
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
Read our full complaints leaflet (Word document)
If you need this information in a different format, please contact reception.