Complaints Procedure

Headlands Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service please let us know. Speak to whomever you feel most comfortable - your GP, one of our managers or our reception staff will be happy to help. In the majority of cases concerns can be resolved quite easily. Our complaints/comments leaflet explains the process.

Download our Complaints/Comments Leaflet  here or email the surgery by filling out our contact us form here.

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation, signed by the person concerned, is required, unless they are incapable of providing this (because of illness or mental incapacity). In these circumstances we would require authority from the person holding the Power of Attorney.

Complaining to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put it right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach the Integrated Care Board.

Their contact details are below:

• Telephone: 01604 476777  
• E-mail: northantsicb.patientexperience@nhs.net  
• Postal address:  Patient Experience Team, Francis Crick House, Summerhouse Road, Moulton Park, Northampton, NN3 6BF  

Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

Helpline:0345 015 4033
Email:Phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Postal Address: The Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

Telephone: 0300 200 0084

Email: pohwer@pohwer.net