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Travel service - We offer a travel service - please ensure you contact us with plenty of notice ( at least 6 weeks before you plan to travel to enable us to plan your vaccination/medication requirements).Please note this is not an NHS service and so any vaccinations or medications required will incur a charge. For further details please click on the link 'Travel Information'

Carers - you are entitled to a health check / review with your GP or Nurse. Please make an appointment at the surgery

Friends & Family test - this is a simple test of our service and provides us with useful feedback as to how we are doing. We would be most grateful if you would complete this short set of questions if you have used our service. Cards are available from reception or your GP/Nurse.

Please note the surgery will be closed from 12.00 at Allerton Health Centre and from 1pm at Girlington Road Health Centre on Wednesday 25th October 2017. We will re-open at 8am on Thursday 26th October at 8am.  If you require a GP please call the practice on Tel:01274 484111 and your call will be diverted to the on call doctor.  

Drop in Flu clinic Saturday 30th September at Allerton & Girlington Health Centres between 9am - 11am. 


Patient Complaints Procedure

If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our lead GP for complaints is Dr Uzma Qureshi.

How to Complain

We hope that 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 us know as soon as possible because this will enable us to establish what happened more easily.  

You should normally make a complaint within twelve months of the event, or within twelve months of becoming aware that you have something to complain about. However, these time limits may be waived if there are good reasons why you could not complain earlier and if we are still able to investigate the complaint fairly and effectively in spite of the delay. 

Complaints can be made either orally or in writing to the Practice Manager, Mr Graham Symonds, or to any of the doctors.


What We Will Do

We will acknowledge receipt of your complaint within 3 working days either orally or in writing and will offer to discuss the matter with you. 

We will aim to investigate and deal with all complaints efficiently and speedily. We will send you a written response with a report on the investigation as soon as reasonably practicable. If we are not able to meet the response deadline we have agreed with you, we will contact you to advise why and negotiate another timescale. If you wish we can also arrange a meeting with the Practice manager and/or a GP to discuss your complaint 

All oral complaints will be recorded in writing by the Practice and you can be provided with a copy of the written record. 

When we look into your complaints, we will aim to: 

  • find out what happened and what went wrong
  • advise you what we will do to put the matter right
  • make sure you receive an apology where this is appropriate.
  • identify what we can do to make sure the problem does not happen again.

We hope that if you have a problem, you will use our Practice Complaints Procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve the services provided by our Practice.  

If you are not content with the outcome of your complaint at local level you can ask the Ombudsman to independently review your case by writing to:


The Parliamentary and Health Services Ombudsman

Millbank Tower

Or email

Or phone: 0345 015 4033



If You Need Help

If you feel that you are unable to speak to the practice directly you can contact PALS(Patient Advice and Liaison Service). PALS offers free, confidential advice to patients and carers and can help when dealing with complaint.

The service can be contacted on 0800 0525 270 or by email at: 

In addition NHS England is setting up a customer contact centre.  They will be dealing with calls from patients and the public about issues relating to primary care. For more information, you can: 


Complaining on Behalf of Someone Else 

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

Click here to download our complaints form (Word)

We strive for excellence & so we are always interested in any constructive comments you may have positive or negative & will try to act on them  

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