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Park Lane Surgery
 Park Lane Surgery

Park Lane Surgery

8 Park Lane
EN10 7NQ
Tel: 01992 465555
Out of Hours: 111
Prescribing of over the counter medicines is changing! For more information and support please visit the NHS website, nhs.uk/OTCmedicines


Practice Complaints Procedure: 

We Park Lane Surgery endeavour at all times to give our patients the best possible service. If, despite our efforts, you feel that we have failed in some way to achieve the standards we aspire to, we feel that it is in the best interests of all parties that the matter be brought to our attention.


Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a problem.


If you are a registered patient you can complain about your own care, however you are unable to complain about someone else's treatment without their written authority.


Please send your complaint to the practice in writing giving as much detail as possible to;
Mrs. Dee Gudgeon The Practice Manager, 8 Park Lane Surgery Receipt of your complaint will be acknowledged within 3 working days and a response sent within 10 working days. If for some reason the response is likely to take longer than this we will let you know.





Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.




We hope that, if you have a problem, you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  But this does not affect your right to approach the local health authority, if you feel you cannot raise your complaint with us you should contact the local Clinical Commissioning Group.


Patient Advice and Liaison Service (PALS)

East & North Herts CCG

Charter House

Welwyn Garden City



Telephone: 01707 361281


PALS acts to promote and facilitate the involvement of the public in the trust.


If you remain dissatisfied with the response to your complaint, you have the right to ask the Healthcare Commission to review your case.  You should do this within 6 months of the date of our final response to your complaint.


The contact details for making a complaint to NHS England are; NHS England, PO Box 16738, Redditch, B97 9PT, Telephone 0300 3112233, email nhscommissioningboard@hscic.gov.uk



If you remain unhappy after Local Resolution and Independent Review then you can complain to the Health Service Ombudsman.  The Ombudsman is completely independent of the NHS and Government.  You can contact the Ombudsman at:


If you are not satisfied with the outcome of your complaint you can refer the matter to: The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, Telephone 0345 0154033  or visit www.ombudsman.org.uk


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