Patient Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. We use the complaints received to improve our service and to mitigate any previous errors reoccuring.  

Ways to Complain

• In writing addressed to Practice Manager via the practice address: Favell Plus Surgery, Billing Brook Rd, Weston Favell, Northampton NN3 8DW
• Verbally via the telephone on 01604 773490 (please note for complicated complaints you may be asked to put this in writing for clarity)
• Email via the complaints only email address : complaints.favellplus@nhs.net
• Alternatively, you may ask for an appointment with Miss Fuller in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Complaining on Behalf of Someone Else?

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A consent form signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. In these cases, consent will be required from the patient’s representative/next of kin.