Suggestions, Comments and Complaints

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

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families. We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences.

To pursue a complaint please contact Sue Altoft, practice manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

Practice Complaints Procedure


The Independent Complaints Advocacy Service (ICAS) which used to be a national organisation, has now been contracted out to independent providers and the current provider for Derby is POhWER. Patients who need help in making a complaint can contact POhWER at

HealthWatch Derby

We hope that that if you have a problem, you will use the practice complaints procedure. This gives us the opportunity to improve our service. This does not affect your right to approach HealthWatch Derby who are based at:

The Council House
Corporation Street
Telephone: 01332 643 988.

Care Quality Commission (CQC)

If you wish to contact the CQC, you can telephone the National Customer Service Centre on 03000 616 161, write to them at:

National Customer Service Centre
Citygate Gallowgate
Newcastle Upon Tyne

or email through their website

UK Ombudsman Services – The Health Service Ombudsman in England

a leaflet explaining the procedure of bringing a complaint to the ombudsman.