Complaints Procedure
Sorting out a problem quickly
Most problems can be sorted out quickly and easily, often at the time they happen. If your concern is about appointments or reception services, please ask for our Reception Team Leader, who may be able to help straight away.
Making a formal complaint
If your concern cannot be resolved informally, you can make a formal complaint. Please write to us as soon as possible after the event — ideally within a few days. This helps us understand what happened more easily.
You should make your complaint:
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Within 6 months of the incident, or
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Within 6 months of becoming aware that there is an issue.
Please include as much detail as you can.
Who can complain
If you are a registered patient, you can complain about your own care. If you wish to complain on behalf of someone else, we will need their written consent before we can discuss the matter.
How to contact us
Operations Manager, Greensand Health Centre
Heath Road, Linton, Maidstone
Kent ME17 4NU
Email: kmicb.ghcfeedback@nhs.net
Complaining on behalf of someone else
We follow strict rules on patient confidentiality.If you are making a complaint for someone else, we will need their written consent confirming they are happy for us to discuss their care with you. Exceptions may apply if the patient is a child or unable to provide consent due to illness or incapacity.If this applies, please include the details of their situation in your letter or email. We cannot discuss any patient information without permission unless one of the exceptions above applies.
What happens next
We aim to resolve complaints as quickly as possible.
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We will acknowledge your complaint within 3 working days.
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We will explain how long we expect the investigation to take.
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You may receive a written or telephone response, or be invited to meet with the staff involved.
If the process takes longer than expected, we will keep you updated.
When we look into a complaint, we aim to:
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Understand what happened and why
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Identify what we can learn from it
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Discuss the issue with those involved, if you wish
If your complaint involves more than one organisation, we will work with them to provide a single, coordinated reply. We may need your consent to share information with other organisations.
Once the investigation is complete, we will send you a final response letter. This will include the outcome and information on what to do if you remain dissatisfied.
If you are not satisfied
If you remain unhappy after our response, you have the right to contact the Parliamentary and Health Service Ombudsman:
The Parliamentary and Health Service Ombudsman
City Gate
51 Mosley Street
Manchester
M2 3HQ
Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk