We welcome your feedback and suggestions to help us improve our services.

Please click “Here” to complete the form and share your comments or ideas with us.

Important information before you submit:

• This form is for general feedback and suggestions only.

• It is not monitored daily and is reviewed approximately once per month.

• Your feedback will be discussed at our practice meetings to help us improve our processes and services where appropriate.

• You may not receive a direct response to your submission, but we genuinely value your input.

⚠️ Please do not use this form for urgent matters, medical concerns, or individual problems requiring action.

If you need support, have a medical query, or require assistance with an appointment, please contact reception directly by phone so we can help you promptly.

For formal complaints, please follow our complaints procedure available on our website or from reception.

Thank you for helping us improve our service.

At Bancroft Medical Centre, we are committed to providing the best care possible. We value your feedback and are always open to comments and suggestions to improve our services. If you have a concern or complaint about the care or service you have received, please let us know as soon as possible. We follow the NHS complaints procedure to ensure all issues are addressed in line with national standards.

How to Make a Complaint

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. However, if the issue cannot be resolved this way and you wish to make a formal complaint, please contact us within a few days or weeks of the incident. If this isn’t possible, you have up to 12 months from the event or from when you became aware of the issue to make a complaint.

Complaining on Behalf of Someone Else

We respect patient confidentiality. If you are making a complaint on behalf of someone else, we will need their written consent unless there are exceptional circumstances (e.g., illness or incapacity).

What to Do Next

Please submit your complaint in writing with as much detail as possible, including dates, times, staff involved, and any relevant communication. Send your complaint to:

Rosa Mant, Patient Complaint Officer
Email: complaints.bancroftmc@nhs.net
Postal Address: Bancroft Medical Centre, Bancroft Court, 30-35 Bancroft, Hitchin, Herts, SG5 1LH

Taking Matters Further

We hope to address your concerns directly. However, if you are not satisfied with the outcome, you can contact:

• Hertfordshire and West Essex ICB Patient Experience Team

  By post: Hertfordshire and West Essex ICB Patient Experience Team, First Floor, Kao Park 2, London Road, Harlow CM17 9NA 
  By email: hweicbwe.patientfeedback@nhs.net  
  By phone: 01992 566122
• Parliamentary & Health Service Ombudsman (PHSO)
  By post: Customer Services, Millbank Tower, Millbank, London, SW1P 4QP
  By email: enquiries@ombudsman.org.uk
  By phone: 0345 015 4033

Who else can help?

Local NHS Complaints Advocacy

An advocate can talk through the options available to you, help explain the complaints process and what to expect, help you express your views, offer guidance around writing an effective complaint letter and help you to complete forms when raising concerns.

If you live in Hertfordshire the local NHS Complaints Advocacy is provided by POhWER.      

• E-mail: pohwer@nhs.net    
• Telephone: 0300 456 2370   
• Website: www.pohwer.net/

Comments and Complaints  Leaflet