Practice Complaints Procedure

We constantly strive to give patients the best possible care and attention. Your comments whether complimentary or critical are always welcome. We regularly review our service and have case discussions.

Complaints can be made verbally to any staff. Alternatively, you may obtain a complaints form from reception. Please fill in the details, and either hand it in at reception or send it for the attention of Mr David Nicholson. In all cases we would acknowledge your complaint in 2 working days of receipt and offer you an opportunity to discuss the complaint with one of the Partners.

Click here to download a leaflet about our complaints procedure >>

Click here to download our complaints form >>

What we will do

We will try to
  • address your concerns fully
  • provide you with an explanation
  • discuss any action that may be needed

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.

Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. HELP US TO HELP YOU!

If you use this procedure it will not affect your right to complain to the Primary Care Trust if you so wish.

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person.

City Centre Surgery

7 Saville Place, Newcastle upon Tyne NE1 8DQ

Telephone 0191 2324274

Fax 0191 2331050

Surgery opening hours

7:00am - 8:00pm Monday, Tuesday, Wednesday
7:00am - 5:00pm Thursday
7:00am - 6:30pm Friday
Closed on Saturday and Sunday

Branch Surgery

285 Trevelyan Drive, Newbiggin Hall, Newcastle upon Tyne NE5 4BP

Telephone 0191 2869240

Fax 0191 2715710

Surgery opening hours

8:00am - 6:30pm - Monday
7:00am - 6:30pm - Tuesday
7:00am - 6:30pm - Wednesday
8:00am - 1:00pm - Thursday
8:00am - 6:30pm - Friday
Closed on Saturday and Sunday