We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If a problem cannot be resolved in this way and you wish to make a complaint, we would ask our patients to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable the practice to establish what happened more easily. If it is not possible to do this, patients are advised to let us have details of their complaint:

  • Within 12 months of the incident that is the cause of the problem; or
  • Within 12 months of discovering that you have a problem

Complaining on behalf of someone else

Please note that we keep strictly to the rules of patient medical confidentiality. If you wish to make a complaint on behalf of someone else, we have to be assured that the complainant has the patient’s permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this. The complaints form template provides a section for the patient to provide their consent in such a case.


Written complaints should be addressed to: The Practice Manager – Denise Russell
Alternatively, a patient may ask for an appointment with the practice manager in order to discuss their concerns. The practice manager will explain the complaints procedure to them and will make sure their concerns are dealt with promptly. It will be a great help if patients are as specific as possible about any complaint.

Our Commitment to Patients

We shall acknowledge the complaint within three working days and aim to have looked into the complaint within the time scale agreed with the patient. The time taken to investigate the complaint will depend on its complexity and the number of people involved.
We shall then be in a position to offer the patient an explanation, or a meeting if that is more appropriate. When we look into a complaint, we aim to:

  • Find out what happened and what should have happened
  • Make it possible for the patient to discuss the problem with those concerned if this is their wish
  • Ensure the complaint is resolved to the patient’s satisfaction
  • Make sure the patient receives an apology, where this is appropriate
  • Identify what needs to be done to ensure the problem does not arise again

We try at all times to give you the highest standard of service, but we do appreciate that sometimes we get it wrong. We operate a Practice complaints procedure in line with the NHS system for dealing with complaints. Our Practice complaints leaflet gives details of the procedure and is available from Reception.

At our Practice meetings we discuss and review any complaints received and take any appropriate measures to ensure we don’t make the same mistakes again.

We are always pleased to receive letters of thanks or compliments from patients and these too are communicated to the whole Practice team.

If you have any suggestions, compliments or complaints regarding the provision of services and care please don’t hesitate to contact us on: [email protected]

COVID-19 Vaccination Certificates


From 17 May 2021, people in England who have been fully vaccinated against COVID-19 can demonstrate their vaccination status for international travel. A full course is currently two doses of any approved vaccine. Vaccine status will be available from:


It may take more than a week for your identity to be checked and verified so you can use these services.


If you cannot access these online services, and you have had 2 vaccines, you can request a paper letter from the NHS by calling 119. Only call 119 if you had your second dose more than 5 working days ago. It may take 7 working days for the letter to arrive.


PLEASE DO NOT CONTACT THE PRACTICE.  GP Practices are not able to provide patients with a letter that shows your COVID-19 vaccination status.


When you’re planning your travel, check the latest information on demonstrating your COVID-19 status when travelling abroad on the website. Make sure there is time to get  proof of your vaccination status before you leave.



COVID-19 Vaccination Programme – 2nd Dose Update


NHS England have confirmed that appointments for a second dose of a vaccine will be brought forward from 12 to 8 weeks for the remaining people in the top nine priority groups who have yet to receive their second dose. This is to ensure people across the UK have the strongest possible protection from the virus at an earlier opportunity.


At this time we have been given no additional information and are currently awaiting revised vaccine delivery schedules from NHS England.


Patients should continue to attend their second dose appointments and nobody needs to contact the NHS. We will let those patients whose appointment will be brought forward know as soon as we are able to do so.


We thank you for your patience



Patient survey


NHS Cambridgeshire and Peterborough Clinical Commissioning Group would like to get feedback from current patients at St Neots Health Centre through a short survey which can be accessed at: The survey and all of the questions are optional and you do not have to answer every question.


Patient feedback is important to help us improve services. The survey results will also support the contract procurement at St Neots Health Centre, which we recently wrote to households about. We would once again like to assure you that the GP practice will stay open and there will be no change to patient services.


If you do not have access to a computer, you can telephone Healthwatch Cambridgeshire and Peterborough on 0330 355 1285 to give your feedback. (Phone lines are open from 09:00 – 16:00 Monday to Thursday, and 09:00 – 15:30 on Friday.)


The survey will be open until Friday 2 July 2021.