Suggestions, Comments and Complaints

The doctors and staff always strive to give an excellent service to our patients. We recognise that the service is not always perfect and consequently value the ideas, comments and suggestions we received from our patients. We operate a Complaints Procedure as part of the NHS system for dealing with complaints. We don’t only want to hear from you when something goes wrong. If you have any comments or ideas regarding the running of the practice, please speak to one of the practice team or complete a feedback form and put it in our comments box located at the practice reception.

We feel that often the problems that arise between the practice and a patient are due to misunderstandings or are issues that can be resolved within the practice, and for this reason patients are encouraged to talk directly to the practice as we are best placed to investigate and remedy your complaint. Please note that we have a duty of confidentiality to our patients and consent will be necessary if the patient concerned does not make the complaint themselves.

You can give feedback to the practice in the following ways:

  • By completing a feedback form and putting it into our comments box or handing it to a member of staff
  • By emailing the practice
  • By clicking on the message button on our website
  • By writing to us at the practice, our address can be found on our Contact Us page
  • If you would prefer to contact HUC directly instead of the practice you can do so in writing at the following address:
    Patient Experience team
    The Old Ambulance Station
    Ascots Lane,
    Welwyn Garden City, AL7 4HL
    or by emailing:
    By filling out the patient satisfaction survey at

If however, you feel that the practice is unable to resolve your issues, you may complain directly to:

NHS England, PO Box 16738, Redditch B97 9PT
Tel: 0300 311 22 33 Email:

Duty of Candour

The duty of candour is a statutory (legal) duty to be open and honest with patients (or ‘service users’), or their families, when something goes wrong that appears to have caused or could lead to significant harm in the future. It applies to all health and social care organisations registered with the regulator, the Care Quality Commission (CQC) in England. The leaflet below explains what to expect if such an incident occurs and what to do if you think your healthcare provider has not complied with the duty of candour. – Duty of Candour