We welcome all comments on the services provided by the Practice.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

We’ll let the staff involved know and share the good practice across our teams.

You may write to us or contact us by phone or fax.

Making a complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

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,

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

Send your written complaint to

The Practice Complaints Manager is:
Kiran Noor
Neville Road Surgery
5 Neville Road
Luton, Beds
LU3 2JG

Telephone: 01582 563373

Email: nrs.admin@nhs.net

We will acknowledge receipt of your complaint within 3 working days.
When the investigations are complete your complaint will be determined and a final response sent to you. We aim to send you a final written response within 28 working days.

You can complain or give feedback to NHS England:

By post to:
NHS England
PO Box 16738
Redditch
B97 9PT

Telephone: 0300 311 22 33

Email: England.contactus@nhs.net

You have the right to approach the Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 0154033