Complaints, compliments and feedback

At Kingsbury Court Surgery, the Team strive to deliver only the highest standards of Quality Care to all patients currently registered with us.

Compliments:

We love to hear when we have provided excellent service. If you wish to share your good experience, or relay positive comments towards our surgery or a member of our team in particular, please email us at: kingsburycourt.admin@nhs.net or pop into the practice to speak to us!

Feedback:

Kingsbury Court Surgery welcomes patient and colleague feedback. Any feedback is helpful and we share this with our staff and clinicians.

If you would like to give feedback to the Practice, please email us at kingsburycourt.admin@nhs.net or pop into the practice to speak to us!

Complaints:

We endeavour to give you the very best possible service at all times, but there may be occasions when you feel that you wish to express your dissatisfaction.

Kingsbury Court Surgery has a comprehensive complaints Policy and Procedures and meets the requirements of the NHS national criteria. Should you wish to write a complaint,  please see our  Complaints and Comments Leaflet which can also be found at reception.

Please put your complaint, if possible, in writing, for the attention of the Managing Partner and the Practice Manager, and emailed to: kingsburycourt.admin@nhs.net . However, if you would prefer to speak to us, please visit the practice and speak to the Practice Manager, Jaya.

Your complaint can also be posted to:
The Managing Partner
Kingsbury Court Surgery
Church St, Dunstable LU5 4RS

If you do post your complaint to the practice, please bear in mind that postage delays are still occurring within the area.

Once received, the practice will formally acknowledge your complaint within three working days. Your complaint will then be thoroughly investigated.  We aim to have looked into the matter within 14 working days however this may not always be possible.

We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

• Find our what happened and what went wrong
• Make it possible for you to discuss the problem, if you would like to
• Identify what we can do to make sure the problem doesn’t happen again

Our formal response will be sent via post to the recorded address we have for you.

All complaints are treated seriously and with sensitivity. Please note that we have to respect our duty of confidentiality to our patients, and therefore if you are complaining on behalf of someone else, his or her consent will be required before we can discuss their case with you.

This confidentiality also ensures that any personal details about your complaint will not be shared with anyone outside the Practice unless express permission has been given by yourself.