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Riverbank Medical Centre

Dodsley Lane, Midhurst, W Sussex, GU29 9AW

Tel:01730 812121      Fax:01730 811400       e: cwsccg.riverbankmc@nhs.net

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 a NHS system for dealing with complaints.  Our Complaints System meets National Criteria.


We hope that most complaints can be sorted out easily and quickly, often 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, ideally within a matter of days or, at the most, a few weeks.  This will enable us to establish what happened more easily.  If it is not possible to do that please let us have details of your complaint:


  • Within 12 months of the incident


  • Within 12 months of discovering that there is a problem


Complaints should be addressed to our Practice Manager, Mrs Katharine Miles, who is our Complaints' Officer or to our Senior Partner, Dr Alex MacCallum.


Alternatively you may ask for an appointment with Mrs Miles 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.  


We will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us.  We will then be in a position to offer you an explanation or a meeting with the people involved.  When we look into your complaint we will aim to:


  • Find out what happened and what went wrong.

  • Make it possible for you to discuss the problem with those concerned if you would like this.

  • Make sure you receive an apology where this is appropriate.

  • Identify what we can do to make sure the problem does not happen again.

Tel: 01730 812121       ~       Fax: 01730 811400      ~       email: cwsccg.riverbankmc@nhs.net

Complaints Procedure


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 note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


If you have a problem we hope that you will use the above complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  

This does not, however, affect your right to approach NHS England.


If you feel that you cannot raise your complaint with us you should contact the Complaints Manager at the following address:  


NHS England

PO Box 16738


B97 9PT


Tel: 0300 311 2233

Email: england.contactus@nhs.net



If you are dissatisfied with the outcome you can contact:  


The Parliamentary and Health Service Ombudsman

Millbank Tower




Should you need to access support when considering making a complaint, there is also a free and independent Health Complaints Advocacy Service (IHCAS) which can be contacted at:


Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS)

The Billingshurst Community Centre

Roman Way


West Sussex

RH14 9QW


Tel: 0300 012 0122

Email: helpdesk@healthwatchwestsussex.co.uk

Website:  www.healthwatchwestsussex.co.uk