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Feedback and complaints

We welcome your views and constructive suggestions which will help us improve our service to you.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families. We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences.

We’d also like to hear from you if you are pleased with the service you’ve received.

Giving feedback

To provide feedback:

Making a complaint

As a Practice, we always try to provide the best service possible, but there may be times when you feel that this has not happened and you will want to know how you can raise this.

We hope that most problems can be sorted out quickly and efficiently, at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible as this will make it easier to find out what has happened.

The practice is always keen to improve and enhance its services and are happy to receive comments and suggestions on how we can improve and especially when are doing well.  Complaints are reviewed and discussed at all clinical and partner practice meetings  (as appropriate to the nature of the complaint) and used as a learning experience for future development.   

Your Complaint will be handled in the strictest confidence and will never be included in you medical records so as not to prejudice your future health care.   Please do not feel anxious or embarrassed about approaching the practice if you feel the need to raise a complaint about our services.

Complaints are handled by the practice using the following guidelines which are in line with The Local Authority Social Services & NHS Complaints (England) Regulations 2009 The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

If you wish to discuss any aspect of our Complaints Procedure, please speak to the Practice Manager.

How to Complain

  • We have a form available you can complete.
  • You can send an email to our practice email address – mythe.cc@nhs.net
  • You can complain verbally in person or over the telephone.

If you are unable to make a complaint yourself, we will, of course, speak or correspond with a designated relative or friend.  To maintain our strict rules of confidentiality we will need you to consent by completing our practice consent form before we can discuss any information with a third party.

What We Will Do

Once we have received your complaint, we will:

  • Acknowledging receipt of your concerns within 3 working days.
  • Provide details of how the complaint will be handled.
  • Give and idea of how long we need for a thorough investigation
  • Give an anticipated timescale for a response.

There is no set timescale or limit imposed on GP practices to respond to a patient complaint or concerns and we are not required to respond to complaints relating to issues that happened more than 12 months ago.

Your concerns will then be investigated by the Practice Manager.  They will involve other relevant practice team members as appropriate.  If your concerns are of a more clinical nature, the investigation will still be led by the Practice Manager but investigated by the Practice Complaints Lead (senior GP partners) and the clinical team member(s) concerned.

Once the initial investigation has been completed, we then be able to respond to you to let you know:

  • What happened and what went wrong
  • Provide the opportunity to discuss your complaint with those concerned, should you wish.
  • Provide details of who and where you can escalate your complaint to should you not be satisfied with our response
  • Let you know of any changes we have made in response to your concerns to help prevent the similar issues in the future.

Our aim is to respond to you as soon as we can.  Should there be a delay for any reason we will keep you updated.  At times of annual leave and staff absence we may to wait to speak with our staff in order to investigate thoroughly.  Should there be a delay for any reason we will keep you informed during the process.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.  Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond directly with the patient or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

Other Options

We would prefer you raise your concerns directly with the practice as we have the information at hand to provide you with a prompt response.  But, If you feel you cannot raise your complaint with you may wish to refer the matter elsewhere.   

In this instance you can contact:

NHS Gloucestershire Integrated Care Board

  • Email: glics.pals@nhs.net
  • Telephone: 0800 0151 548
  • Post: Chief Executive Officer, NHS Gloucestershire ICB, Sanger House, 5220 Valiant Court, Gloucester Business Park, Brockworth, GL3 4FE

Once we have investigate your complaint we will respond to you to:

  • Confirm the details of your complaint to ensure we have investigated and responded appropriately.
  • Let you know how we have investigated your concerns and who was involved
  • Let you know any outcome from the investigation and what changes in practice have been implemented.
  • Offer you our apology.
  • Provide you with details of where you can escalate your concerns should you wish.

Once we have responded to you, we will look into any new concerns or further queries you may raise but will not reinvestigate the same issues.   If you are not satisfied with the response from the practice, you should contact the ombudsman who investigate complaints about the NHS and Primary Care in England as follows:

Parliamentary & Health Service Ombudsman

Please see our complaints leaflet

Updated 17/07/2015

Updated November 2021

Reviewed and Updated September 2022

Reviewed and updated 21.03.2025 (DH Practice Manager)

Page published: 3 July 2023
Last updated: 29 May 2025