Complaints:
We hope that you find our services efficient, accessible and relevant to your needs. We welcome any suggestions you may have for improvements. If you have a comment or a complaint regarding the practice you have a number of options:
- Email: citywaymedicalpractice@nhs.net
- Write: City Way Medical Practice, 65-67 City Way, Rochester, Kent, ME1 2AY
- Request to see the Practice Manager – please speak to one of our receptionists
- Request a telephone call from the Practice Manager – please speak to one of our receptionists
We operate a practice complaints procedure as part of a NHS wide system for dealing with complaints
Practice Complaint Procedure (DOCX, 18KB).
Patient Complaint Form (please print off, complete and post to us or hand in at reception) (DOC, 28KB).
If you were to be dissatisfied with this response, then you would have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remained outstanding. Referral to the Health Service Ombudsman should be made direct to the address given below:
Millbank Tower, Millbank, London SW1P 4QP
Customer Helpline on 0345 015 4033
Website: www.ombudsman.org.uk
Or you may wish to contact
NHS Complaints Advocacy Service, SEAP Hastings, Upper Ground Floor, Aquilla House, Breeds Place, Hastings, East Sussex, TN34 3UY
Helpline: 0300 330 5454
Email: nhscomplaints@voiceability.org
NHS England
PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 2233
Email: England.contactus@nhs.net
NHS Kent and Medway ICB
2nd Floor, Gail House, Lower Stone Street, Maidstone, ME15 6NB
Telephone: 01634 335095 Option 7
kmccg.complaints@nhs.net alternatively: kmicb.complaints@nhs.net
However, before considering taking this step, we hope you would let us know what aspect of the complaint has not been dealt with satisfactorily and provide an opportunity for us to consider whether there is anything further that could be done locally to resolve matters.