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Downs Way Medical Practice
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Comments & Complaints

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Complaints procedure

We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Service Ombudsman.

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make complaint, please write to our practice manager at the Istead Rise Surgery address, detailing your concerns. Your concerns will be reviewed and a decision made on how best to undertake the investigation. Your concerns will be acknowledged within 3 working days. 

Once the matter is investigated, you will receive a full response (usually withn 21 working days), in which we will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

Alternatively, you can contact the NHS Kent and Medway Patient Experience Team, who are available from 8am to 4pm daily excluding weekends and Bank Holidays. They will aim to respond as soon as possible, with an acknowledgment within 3 working days. (Note - they will in all probability have to refer your complaint to the practice in order to provide an answer to your concerns.)

Contact details are as follows:

  •  Email: kmicb.patientexperience@nhs.net
  • Phone: 01634 335095 Option 7
  • Postal address: Patient Experience Team, 2nd Floor, Gail House, Lower Stone Street, Maidstone, Kent, ME15 6NB

Comments and suggestions

The practice endeavours to provide a friendly and efficient service to all our patients. We welcome suggestions on how we can improve our services to you and a suggestion box is provided at each surgery for this purpose. Suggestions for improvements can also be made by completing the online form. Please note this form is NOT for complaints or seeking medical assistance.

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Istead Rise Surgery

Istead Rise Surgery, Worcester Close, Istead Rise, Gravesend, Kent, DA13 9LB

  • 01474 247003

Shorne Village Surgery

Crown Lane, Shorne, Gravesend, Kent, DA12 3DY

  • 01474 247003

Summerhouse Surgery

Beaconsfield Road, Bexley, Kent, DA5 2AE

  • 01322 402210
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