Complaints & Comments

Compliments and Comments

At Chastleton Medical Group, we believe in the power of positive feedback. We warmly welcome your compliments and comments as they not only brighten our day but also provide valuable insights into what we’re doing right. Your kind words help motivate our dedicated team and reinforce our commitment to delivering exceptional healthcare services.

Whether it’s a small note of appreciation for a caring nurse, a friendly receptionist, or a positive experience during your visit, we encourage you to share your thoughts. Your compliments are like a beacon of encouragement, guiding us towards continually improving our care and services.

So, don’t hesitate to let us know when you’ve had a positive experience at our practice. Your feedback is not only appreciated but cherished, and it fuels our passion for providing the best possible care to our patients.

Complaints Procedure

It is our aim to provide the best possible service, but we understand that there may be times when you feel we have fallen short. If you have a complaint that cannot be resolved immediately, please don’t hesitate to discuss the matter with a member of the practice management team. They will willingly engage with you to investigate and address your concerns.

It is the policy of Chastleton Medical Group to provide an effective and prompt response to complaints. Under normal circumstances, we will ensure that you receive a full written response within 28 days. We are committed to addressing your concerns, providing a full explanation, and taking necessary actions to resolve the issue thoroughly. We hope that you will be satisfied with our handling of the matter. A patient leaflet detailing our in-house complaint procedure is available upon request.

If you remain unsatisfied with the in-house procedure, you have the right to escalate your complaint to the North East & North Cumbria Integrated Care Board and the Parliamentary & Health Service Ombudsman (please see below).

NHS Complaints Guidance