We're here to Help: How to Make a Complaint

We're sorry you've had an issue. We want to hear from you so we can understand what went wrong and make things right. Here’s a simple guide to how you can raise a complaint.

Step 1: Talk to Our Team (Informal Stage)

The quickest way to solve a problem is to talk to our Patient Services Team. They will arrange for a senior team member to contact you. They will listen to your concerns and try to resolve the issue as quickly as possible. Checking with you that you’re happy and there is no further action.

Step 2: Contact Our Complaints Lead (Informal Stage)

If you don't want to talk to a Senior Team Member, or if your issue wasn't resolved, you can speak directly with our Complaints Lead, Stacey Rose. Stacey is the Practice Manager and oversees all complaints.

Step 3: Make a Formal Complaint

If you are still unhappy and want to make a formal complaint, please let us know as soon as possible, ideally within a few days. You can do this by:

• Writing to: Complaints Team, Worthing Medical Group, 23 Shelley Road, Worthing, West Sussex, BN11 4BS
• Online: Using on secure contact form

We will acknowledge your complaint within two working days and aim to provide a full response within 28 days. At this stage, we may offer you a meeting with the person(s) involved to discuss the issue further.

When we look into your complaint, we will:

• Find out what happened and why.
• Arrange for you to meet with the people involved if you wish.
• Give you an apology if it's appropriate.
• Explain what we have learned from your complaint and what we will do to prevent it from happening again.

Making a Complaint on Behalf of Someone Else

Due to medical confidentiality rules, we need written permission from the patient to discuss their care with you. Please provide us with a signed note from them. If the person unable to provide a signed note, we may still be able to help. Please let us know, and we will first need to assess if we can legally and ethically share their information with you

Need to Complain to an Outside Organisation?

We hope you will be able to resolve your complaint with us directly. However, if you are not happy with our response, or you feel you can't talk to us, you can contact any of these independent bodies for help.

West Sussex Independent Complaints Advocacy Service (IHCAS) also known as Healthwatch West Sussex

This free and independent service supports people who want to complain about NHS care or treatment.

• How to contact Healthwatch Westsussex

NHS England

• How to contact NHS England

Parliamentary and Health Service Ombudsman (PHSO

If you are still not satisfied after a local resolution, you can ask the PHSO to independently review your complaint.

• How to contact the Parliamentary and Health Service Ombudsman (PHSO)