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] Alternatively, if you are not comfortable raising your complaint directly with us, you can contact the Patient Advice and Liaison Service, PALS, on 01480 428964. They also accept emails on [email protected] However, we would really like to be able to address your complaint initially in a face to face meeting where often we can sort any problems out speedily. Denise Russell, Practice Manager is always happy to book an appointment with you to speak to her about any issue

Coronavirus (Covid-19)


If you have coronavirus symptoms do not come to the surgery, your local pharmacy or hospital. Stay at home.


Contact NHS111 either by phone or online if you have:



NHS111 will ask about your symptoms and tell you what to do.


Do not come to the surgery as this will only put more people at risk.


Covid-19 Vaccination Programme Update

Patients are asked not to contact the surgery regarding COVID-19 vaccinations.

St Neots Health Centre is part of a PCN (Primary Care Network – group of surgeries) with Lakeside, Great Staughton and Monkfield surgeries and the vaccination programmes are being organised by us together as a PCN. You will get contact by text or phone or letter in due course.

We have started to offer the Covid-19 vaccination to our patients following the Government guidance and priority groups. Eligible patients will be contacted directly to arrange an appointment when it is your turn.

Please don’t contact the NHS to seek a vaccine before then.

If you have not yet been approached about having the Covid-19 vaccine, please read the information: why you are being asked to wait.

More patient information on the Covid-19 vaccine

Please continue to abide by all the social distancing, wearing of face masks and hand hygiene guidance, which will still save lives.