Complaints and Feedback
At Parkwood, we are committed to providing the highest standard of service and care to our patients. However, we understand that sometimes expectations may not always be met.
We value all feedback, including complaints, as they help us improve our services. Complaints provide important learning opportunities, and we take them seriously.
We are committed to handling all complaints objectively and impartially. Every patient will continue to receive fair and non-discriminatory care, regardless of any complaint made.
Our Patient Services Manager, Mandy Curtis, is responsible for managing and responding to complaints.
Please read the guide below, which tells you what to expect from your GP surgery and how you can help us, so you get the best from the National Health Service (NHS).
You and your general practiceHow to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
If your problem cannot be resolved in this way and you wish to make a make a complaint, you may ask to speak directly to Mandy Curtis, Patient Services Manager.
Alternatively, please email feedback to Mandy Curtis at: parkwood.info@nhs.net
Read our complaints leaflet here Download a complaints formWhat we will do
The practice will acknowledge your complaint within three working days and agree a response timescale with you.
We will conduct a full investigation.
You will receive a written response within the agreed timescale. If this is not possible, we will contact you to explain the reason and provide a new expected date for our response
Complaints and the use of Artifical Intelligence (AI)
We understand that these tools can be helpful in organising your thoughts and expressing any concerns. The following guidance is provided to help you.
Read moreComplaining on behalf of someone else
If you are complaining on behalf of someone else, we have to know that you have their permission to do so. Signed consent will be required, unless they are incapable of providing this.
Download third party complaints form hereFurther Steps
If you remain unhappy following our response, you have the right to ask The Parliamentary and Health Service Ombudsman to review your complaint.
We would encourage you to follow our Practice Complaints Procedure first, as this gives us the best opportunity to understand what has happened, put things right where possible, and improve our service.
Alternatively, you can raise your complaint directly with Central East Integrated Care Board (ICB), who commission our services.
Complaints can now be submitted via their website:
NHS Central East ICB
Website: hweicbwe.patientfeedback@nhs.net
Please note that the ICB no longer accept complaints via email.
For more information, please see our complaints procedure leaflet: Parkwood Surgery Complaints Leaflet
Complaints about Other Service Providers
The Patient Advice and Liaison Service (PALS) team can provide on the spot help and advice and can help resolve any current issues you may have concerning an aspect of West Hertfordshire Teaching Hospital NHS Trust :
Email – westherts.pals@nhs.net
Telephone: 01923 217198
If the PALS team are unable to resolve your concerns concerning an aspect of West Hertfordshire Teaching Hospital NHS Trust, you can raise a formal complaint to the Complaints Team:
Email: westherts.complaintsteam@nhs.net
Telephone: 01923 217866
For feedback and complaints regarding healthcare services across the region, including dentists and community care, please contact the Central East Integrated Care Board (ICB) Patient Feedback Team:
Email: blmkicb.contactus@nhs.net
Website: Central East ICB
Telephone: 0800 148 8890
In writing: Central East ICB, Gemini House, Bartholomew’s Walk, Cambridgeshire Business Park, Angel Drove, Ely CB7 4EA
