We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Your feedback is important in helping us plan for the future and continually improve our services, so please do tell us how we can do things better, or if we are doing something well. This will help us to understand what is important for you as a patient, carer or relative and we are grateful for you taking the time to contact us.

What to do when things don’t go to plan

We also appreciate that things don’t always go to plan and want to work with you to resolve any problems you may experience. Many enquiries and complaints can be looked into and resolved quickly by discussing them directly with the person who is providing your care, or the Practice Manager. This is best done at the time you became aware of the problem, so that the people responsible for providing the service can help solve the matter for you straight away. Our contact details are:

Email - hiowicb-hsi.cheviotroadsurgery@nhs.net

Telephone - 02380 773174

Address - Cheviot Road Surgery, 1 Cheviot Road, Millbrook, Southampton, SO16 4AH 

Alternatively, you can contact the South East Complaints Hub who are responsible for handling complaints about GPs, dentists, pharmacists/pharmacies and optometrists/opticians within South East England. The contact details are:

South East Complaints Hub
NHS Frimley ICB
King Edward VII Hospital
St Leonards Road
Windsor
SL4 3DP

Phone number: 0300 561 0290

Email address: Frimleyicb.southeastcomplaints@nhs.net 

Website: https://www.frimley.icb.nhs.uk/contact-us/complaints-and-compliments