Right to complain

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

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 as laid down by the NHS.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If your problem cannot be resolved 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 most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do this, please let us have details of your complaint:

  • Within 12 months of the incident that is the cause of the problem; or
  • Within 12 months of discovering that you have a problem,

Complaining on behalf of someone else. Please note that we keep strictly to the rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this.

What you should do

Complaints should be addressed to:
The Practice Manager, Cornford House Surgery, 364 Cherry Hinton Road, Cambridge, CB18BA.

Or can be emailed to cpicb.cornfordhouse@nhs.net

The practice manager will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Our commitment to you

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within the time scale agreed with you. The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate.
When we look into your complaint, we aim to:

  • Find out what happened and what should have happened.
  • Make it possible for you to discuss the problem with those concerned if this is your wish.
  • Ensure the complaint is resolved to your satisfaction.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what needs to be done to ensure the problem does not arise again.

Our Principles are

  • To get it right
  • To be patient focussed
  • To be open and accountable
  • To act fairly and proportionately
  • To put things right
  • To seek continuous improvement

If your complaint is not resolved by the Practice it can be referred to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the Ombudsman to assist with the resolution of your complaint. www.ombudsman.org.uk, 0345 015 4033 or phso.enquiries@ombudsman.org.uk or The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Complaining to the local Integrated Care Service or to the local area team of NHS England

We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
This however does not affect your right to approach the local area team of NHS England or the local Integrated Care Service if you feel you cannot raise your complaint with us.

Cambridgeshire and Peterborough Integrated Care System

If you would like to talk to someone in the Patient Experience Team (PET) of the Cambridgeshire & Peterborough Integrated Care Service their telephone number is 03300 571025 or 0800 279 2535 and their email address is cpicb.pet@nhs.net

Local area team for NHS England

In this instance you should contact their national call centre who will forward it on the local area team. The call centre can be contacted at:
NHS England, PO Box 16738 Redditch B97 9PT, Tel: 0300 311 22 33, email: england.contactus@nhs.net
NHS England can provide an independent conciliator who is experienced in helping people to resolve differences in a constructive way.
If you have tried to resolve your complaint at a local level and you are dissatisfied with the result of our investigation, you can register an official complaint to NHS England via the complaints manager. Further details can be found at:

Provider Services

If you have a concern or complaint about a community service from Cambridge Community Services
Telephone: 0300 131 1000 – Email: ccs-tr.pals@nhs.net

Mental Health Services

Fulbourn Hospital
Cambridgeshire & Peterborough NHS Foundation Trust (CPFT)
Telephone: (0800) 052 1411 or (01223) 219440/219441 – Email: palsandcomplaints@cpft.nhs.uk

Ambulance Services

Concerns or complaints about the Ambulance or paramedic service should be directed to East of England Ambulance Service
Telephone: (01234) 243320 – Email: feedback@eastamb.nhs.uk


Concerns or complaints about the service or treatment provided at a hospital should be directed
to them.

Addenbrookes Hospital
Cambridge University Hospitals NHS Trust
Telephone: (01223) 216756 – Email: cuh.pals@nhs.net

Royal Papworth Hospital
Papworth Hospital NHS Trust
Telephone: (01223) 638896 – Email: papworth.pals@nhs.net

For information and help in making a complaint you can contact POhWER who are an
Independent Complaints Advocacy Service (ICAS) at PO Box 17943, Birmingham B9 9PB.
Helpline number is 0300 456 2370, email: pohwer@pohwer.net