Complaints Policy


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Making a Complaint

The Wells Medical Practice is committed to providing a high quality service to all our patients, however we are aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint.

Most problems can be dealt with quickly and we encourage patients to initially speak to a member of staff or our Practice Manager so that we can resolve any problems swiftly and amicably.  Should you wish to make a written complaint, please do so using one of the following options:

Write a letter addressed to:

Practice Manager

The Wells Medical Practice
Abbey Court
7-15 St John's Road
Tunbridge Wells

(this can either be posted or handed to reception)

Complete an online submission:

We acknowledge receipt of your complaint within 3 working days, and aim to have looking into the matter within 10 working days. You will then receive phone call from our Practice Manager and a formal reply in writing, or you may be invited to the practice to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses.


Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with a representative on your behalf.

Where the patient is incapable of providing consent due to illness or accidently it may be possible to deal with the complaint. Please provide the precise details of the circumstances in which the patient is unable to complain themselves.


Other Organisations you may wish to contact for help and advice

NHS Complaints Advocacy - Kent

If you need help pursuing your complaint, you may wish to contact the Independent Health Complaints Advocacy Service (ICAS). This is an independent organisation that represents the interests of patients. ICAS provides free advice and support for people making a complaint.

The Advocacy People
PO Box 375
TN34 9HU
Tel: 0300 440 9000

NHS England

NHS England handle all health queries and concerns relating to primary care and to the services that it commissions directly for the South of England:

NHS England
PO Box 16738
B97 9PT
Tel: 03003 11 22 33 (Mon - Fri 8am to 6pm, excl. bank holidays)
Visit the NHS England website