Complaints Procedure

We aim to provide a high quality service and are very interested in hearing any constructive comments you may have.

The practice has an approved formal complaints procedure

Email or write to the Practice Manager with the wording “fao the practice Manager - complaint”

Email: hwicb.thorneloe.practice@nhs.net

Or write to: The Practice Manager, Thorneloe Lodge Surgery , 29 Barbourne Road, Worcester WR1 1RU hwicb.thorneloe.practice@nhs.net

We will acknowledge that we have received your complaint within 3 working days

We will complete an investigation using the information you have provided to consider what went wrong, if it could have been avoided, and what action are we going to take to resolve your complaint.

You will receive a formal response usually within 30 working days. Our response will outline the findings from our investigation. Sometimes, it may take longer than 30 working days, we will keep you updated and informed of the reasons for the delay if we have not been able to respond within this timeframe.