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Compliments, Complaints and Suggestions

 Let the Practice know your views

Longbarn Lane Surgery is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations, plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

  • Could you easily get through on the telephone?
  • Did you get an appointment with the practitioner you wanted to see?
  • Were you seen within 20 minutes of your scheduled appointment time?
  • Were our staff helpful and courteous?

Practice Complaints Procedure

If you would prefer to make a more formal complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Note: If you make a complaint, it is practice policy to ensure you are not discriminated against or, subjected to any negative effect on your care, treatment or, support.

How to Complain

In the first instance, please discuss your complaint with either the staff member concerned or, contact Rachel Milton, Practice Manager.

If your problem cannot be resolved at this stage and you wish to make a formal complaint, then we request that you let us know as soon as possible, so that a clear picture of the circumstances can be obtained.

If it is not possible to raise your complaint immediately, please let us have details within the following timescales:

  • Within 12 months of the incident that caused the problem OR •  Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint and will arrange a meeting with you to discuss the complaint if appropriate.

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances. • Make arrangements for you to discuss the problem with those concerned, if you would like. • Make sure you receive an apology, where this is appropriate. • Identify what the practice can do to make sure the problem does not happen again

Complaining on behalf of someone else

Please note that Longbarn Lane Surgery adheres to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this.

Complaining to other authorities

The practice management team hope that if you have a problem you will contact us directly. However, if you feel unable to raise your complaint with us, you can contact any of the following bodies:

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS.  PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

Your local PALS office can be found on:

Tel: 01753 636808 


Support Empower Advocate Promote (SEAP)

SEAP is a service that supports people who want to make a complaint about their NHS Care or treatment You can contact SEAP on:

Tel:       0300 343 57 22 Web: Email:

South Reading Clinical Commissioning Group

Tel: 0118 9822874

Address:  Head of Corporate Affairs, 57-59 Bath Road, Reading, RG30 2BA

NHS England

Tel: 0300 31 22 33


Care Quality Commission (CQC)

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission by:

Tel: 03000 616161

Parliamentary and Health Service Ombudsman

If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

You can contact the Ombudsman by

Tel: 0345 015 40 33 Web:




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