Comments and Complaints 

If patients wish to make a comment or a complaint about the service they receive you may raise this with the individual doctor or nurse. Alternatively you may contact the Practice Manager in writing or by telephone.

CONTACT PRACTICE MANAGER

  • Brewer Street Surgery – both GPs & staff always try to provide the best possible service.  However, there may be times when a patient or their representative feels this has not happened.  

  • Brewer Street Surgery will ensure all complaints receive thorough & timely investigation & a detailed response aimed at resolving issues to the satisfaction of all parties.Communicate effectively with the complainant agreeing a way forward for handling their complaint & meeting agreed timescales.
  • Ensure patients concerns are heard & acted upon; encourage & train frontline staff to play an active role to resolve issues & where appropriate to refer matters to the Practice Manager in a timely manner.
  • View patient complaints seriously, identify trends & apply learning to improve services for the benefit of all patients.
  • Confidentiality will be respected at all times & the patient’s consent will be sought.
  • Brewer Street Surgery will invite & co-operate with outside agencies such as PALS/SEAP etc to order to achieve local resolution.

NHS Kent and Medway Patient Experience Team

If you wish to make a complaint to the Commissioner, please see the information listed below:

  • Email:  kmicb.patientexperience@nhs.net
  • Phone:  01634 335095 Option 7
  • Postal address:  Patient Experience Team, 2nd Floor, Gail House, Lower Stone Street, Maidstone, Kent.  ME15 6NB

The Patient Experience Team is available from 8am to 4pm, excluding weekends and bank holidays. 

/media/content/files/patient-info-leaflet-complaints.pdf

 

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