Making a complaint
We value patients’ feedback – good or bad – to help us provide the best service for all patients. Please speak to a member of the team if you have any concerns as often, they are able to be resolved quickly. However, if you have a formal complaint about your care at the practice, please write to the Complaints Manager at
The Birchwood and Sollershott Surgeries
232-240 Nevells Road
Letchworth SG6 4UB
Alternatively, you can email us at
We operate an in-house complaints procedure to deal with our complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to investigate and, if necessary, apologise and correct any problems that may have arisen.
Complaining on behalf of someone else
We must respect our duty of confidentiality to patients, and patient’s consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question.
Please note that if you have power of attorney for health and welfare, this does not automatically entitle you to information without consent, if the person it concerns still has capacity to choose if information is shared.
Complaint response timeframe
We aim to respond to you within 28 days; however, this is dependent on the complexity of the complaint and the availability of the clinicians or staff involved for investigation. Should it not be possible to respond to you in 28 days, we will contact you to inform you of the reasons and provide a new timeframe for a response.
Other ways of submitting a complaint
Patients not wishing to address their complaint to the Practice can address their complaints to Central East ICB
- By email to : [email protected]
- By telephone: 0800 148 8890
You can visit their website at Telling us about your experience as a patient – Central East NHS ICB
What to do if you are unhappy with the outcome
Should you be unhappy with the outcome of a complaint, patients can contact Parliamentary and Health Service Ombudsman (PHSO) at www.ombudsman.org.uk/#complaint-checker