Our Commitment to Listening and Learning
At Orchard Surgery, your experience matters deeply to us. When you share a concern or make a complaint, we see it as an important part of how we continue to improve the care we provide.
We understand that raising a complaint often takes courage. It usually comes from a moment when something didn’t feel right, or when your expectations weren’t met. When that happens, we want you to know that your voice is heard. Every complaint is taken seriously, investigated carefully, and used to help us learn and grow.
In primary care, even small issues can have a big impact on how confident and supported you feel. That’s why we listen closely, respond with empathy, and are open about what we find and what we’re doing to put things right.
Your feedback, positive or negative, helps us strengthen our services, support our team, and make sure every patient receives safe, compassionate, and reliable care.
Thank you for helping us improve. Your honesty makes a real difference.
Complaints
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible, ideally within a matter of a few days. This will enable us to establish what happened more easily. If this is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.
Alternatively, you can address your complaint in writing to the practice manager. They will make sure that the surgery will deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. We will acknowledge your complaint within 3 working days and aim to have fully investigated within 3 months of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish.
When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations.