Concerns and complaints

Bridgeside Surgery welcomes feedback and takes concerns and complaints seriously. Feedback helps us understand patients’ experiences and identify opportunities to improve our services.

If you have a concern that may be resolved promptly, please speak to a member of the reception team and ask to speak with the Operations Manager. We will try to address straightforward concerns as quickly as possible.

If you wish to make a formal complaint, please:

• Write to the Practice Manager at Bridgeside Surgery, 1 Western Road, Hailsham, East Sussex BN27 3DG;
• Ask reception for a paper complaints form which should also be signed and dated

If you need assistance making a complaint, or require information in an alternative format, please contact reception. We will make reasonable adjustments where required.

We will acknowledge your complaint within seven working days. At that stage, we will offer to discuss the complaint with you, including how it will be investigated and when you can expect to receive a response.

We will investigate your complaint fairly and proportionately. This may include speaking with the staff involved and giving you an opportunity to discuss your concerns. We will provide a written response explaining our findings, any apology that is appropriate, and any action or learning arising from the complaint.

The time required will depend on the nature and complexity of the issues raised. If our response is delayed or the agreed timescale needs to change, we will explain the reason and provide an updated expected completion date.
We ask everyone involved in the complaints process to communicate respectfully. Raising a complaint will not adversely affect your current or future care.