Feedback and Complaints

If you have the time, we would love to hear about your recent experience with Mill Road Surgery, whether it pertain to clinical care, accessibility, or the overall running of the surgery. There are a few avenues which you can go down to provide feedback. If you would like to give feedback to the surgery without making a formal complaint, please complete our feedback form.

You can also review your experience via our online Friends and Family Test. The form is also available from the surgery. Alternatively, you can review us on our NHS page.

Practice Level Complaints

However, if you have concerns and would like to make a complaint, in the first instance please discuss your complaint with the staff member concerned if you feel comfortable to. Where the issue cannot be resolved at this stage, please contact Matt Carter, Practice Manager who will try to resolve the issue and offer you further advise on the complaint’s procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

  • Within 6 months of the incident that caused the problem


  • Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within 20 working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again

Escalating Your Complaint

The practice management team hope that if you have a problem, you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact any of the following bodies:

PALS & Complaints at Suffolk and North East Essex Integrated Care Board

Rethink Essex Advocacy

NHS England

Should you have any queries during this process, please feel free to contact Matt Carter, Practice Manager who would happily support you throughout this process.  For more information in a printable format, please see our complaints leaflet.