Practice Complaints Procedure
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will address any concerns by carrying out a thorough investigation into the matter.

How do I make a complaint?
If you wish to complain please contact Catherine Eyre, Reception Manager on 0115 883 2626, who will deal with your concerns appropriately. If you wish to submit a written complaint, our complaints procedure, including a complaints form can be viewed by clicking here. Please note; completed patient complaint forms should be returned to the Practice directly for investigation.

Alternatively, you may send a written letter to:
F.A.O. The Operations Manager
Castle Healthcare Practice,
Embankment Primary Care Centre,
50-60 Wilford Lane,
West Bridgford,

If you are complaining on behalf of someone else, the Practice needs to know that you have their permission to do so.

What Happens Next?
The complaint will be acknowledged within 5 working days.  The Practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the Practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the Practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Civic Centre,
Arnot Hill Park,
Nottingham Road,

Tel: 0115 8839570
Email: [email protected]

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

However, please note, patients cannot raise the same complaint with the Practice and ICB.

Is there a time limit?
A complaint must be made within 6 months of the date of the incident that caused the problem or the date of discovering the problem.

Please remember, the sooner you provide the Practice with the information, the easier it will be to investigate the facts.

If you are not satisfied with the outcome?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

For more information see their website

Other useful contacts
POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website

For more information, visit: NHS – How to complain to the NHS