GP Surgery Complaint Procedure

When to Make Complaints Against a GP Surgery

Visiting the GP is a routine part of maintaining our overall health, enabling medical professionals to diagnose, detect and address various health issues or complications. Any form of GP negligence may result in considerable health problems, which can be extremely distressing.

If you believe you have suffered an injury or health issue due to negligent treatment by a GP, you may be thinking about making a GP negligence claim. However, it may be wise to talk in terms of your ‘complaint’ about your care at this stage. We’ll talk you through how you can complain about a GP below.

How to Complain about a Doctor’s Surgery

Complaining about a GP may be daunting, but you are more than entitled to question your care. Here are some steps you can take in complaining about GP negligence:

1. Gather information about your GP's negligence

Firstly, you must collect all the relevant information related to your GP negligence complaint, including appointment dates, treatment information, and any communications you had with the GP practice. You should also try to gather any supporting evidence to back up your claim.

2. Directly contact your GP practice

Regarding who you complain to about a GP surgery, we recommend identifying the practice manager at your specific GP surgery or speaking directly to the GP. Express the concerns you have. We recommend doing this in writing so you can keep a copy for your records.

You may be able to get your complaint dealt with straight away regarding negligent GP treatment, although this will vary from surgery to surgery. 

3. Follow your GP practice’s complaints procedure

To make a formal complaint about your GP, you’ll need to follow the formal complaints procedure at your GP surgery. This could typically be on the website or within the surgery itself.

If you cannot find this information, ask your receptionist, and follow the procedure as necessary. This could include submitting a written complaint and waiting for the practice to respond in a given timeframe. We can assist you with writing your letter if you need support.

You should receive an acknowledgement within three working days. If you do not receive one in this time, you should chase this up. The final written response you receive should include an explanation of what happened, and they may offer you a meeting.

4. Attend a meeting

If you are invited to a meeting, you are welcome to attend if you wish, but if you really do not like the idea of attending, you are not obliged to do so; just insist on a full written response. You can also ask to make an audio or video recording of the meeting – although you cannot do this without the permission of those in attendance. 

If you send your complaints correspondence to us, we can advise you whether the matter should be pursued further.

Making a Further Complaint against a GP Surgery

NHS complaints about a GP surgery: When complaining to the NHS, it is advised that you make your complaint within twelve months of treatment. Complaining as soon as possible helps to ensure the events stay fresh in everyone’s memory. The twelve-month time limit can be extended sometimes as long as an investigation is still possible. If the NHS funds your surgery, you can escalate your complaint to NHS England Complaints. The team handles complaints regarding GPs, pharmacists, dentists, and opticians. 

If you are not satisfied with the response from your GP practice or the complaint is not adequately addressed, you can also take matters further by contacting the General Medical Council (GMC). This organisation regulates doctors in the UK, maintaining a register of medical professionals and investigating complaints regarding their conduct. The GMC regulates:

• Doctors (including GPs)

• Medical professionals

After contacting the GMC with your concerns, the organisation will review your complaint and may conduct a thorough investigation if there is evidence of a breach of professional standards.

There is no time limit for making a complaint with them, but you should:

• Give them as much information as you can, including the full name and address of the doctor and the full names and addresses of all your friends and relatives who can support your complaint from their own personal knowledge. This will help the GMC see if the matter is appropriate for them to pursue.

• Make it clear in your initial letter to the GMC if you wish the doctor involved to know that you are making a complaint to the GMC. Otherwise, they will not let the doctor know immediately.

If the GMC decide your complaint should be taken further, the following actions may take place:

• The GMC will ask you to make a sworn written statement to support your complaint.

• You may be charged for this service to have your statement and letter put to the GMC in a suitable form together with any other helpful information.

• You would then need to take your statement to a solicitor to be sworn, which would cost a minimum of £5.00 plus £2.00 for each exhibit attached to the statement.

Making a Claim Following GP Negligence

If you believe you have suffered harm due to GP negligence and are seeking compensation, please do reach out to our expert team of lawyers at Medical Solicitors. We can help you navigate all stages of the complaints procedure, assist you in understanding your rights, and carry out any necessary legal action.

We are proud to hold No Win, No Fee agreement, or Conditional Fee Agreement, which means you have nothing to lose by contacting us.

We can also assist in complaining about nursing homes, hospitals, and private care negligence.