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Complaints Procedure

In order to improve our service, we welcome comments and suggestions on the way our surgery is run. If you have a complaint about any aspect of the practice, whether it relates to your treatment or service you have received from any of the staff, please let us know. We operate a practice-based complaints procedure as part of the NHS system for dealing with complaints. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

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 sorted out in this way and you wish to make a complaint, we would like you to let the practice manager or one of the doctors know as soon as possible. All complaints are taken seriously and investigated thoroughly.


We are always interested to hear from patients if they have any suggestions as to how our service could be improved in any way.

To contact us please use our secure online form

Alternatively, you can make your complaint verbally or in writing. A complaints form is available from reception.

If for any reason you do not want to speak to a member of our staff you can request that Cambridge & Peterborough Integrated Care Board (CPICB) investigates your complaint. They will contact us on your behalf: 


Advocacy Support

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will respond to all complaints within three business days. 

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint. 


Investigating complaints

Bourn Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.



Bourn Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record. 


Third party complaints

Bourn Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.


Final response

Bourn Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

Further action

If you are dissatisfied with the outcome of your complaint from either CPICB or the practice then you can escalate your complaint to: