Feedback & Complaints

Feedback & Suggestions Form

Welcome to Bancroft Medical Centre Feedback & Suggestions Form!

We value your Feedback & Suggestions! 

Please click on the 'Here' and fill out the form, and share your comments or suggestions with us. Kindly note: This form is intended for practice-related feedback and suggestions on how we can enhance our service to you.
For medical concerns or formal complaints, please do not use this form. If you have a medical question, please call reception to schedule an appointment with the appropriate person.
 

Comments & Complaints

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:

Jolene Weston, Complaint Manager
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.