Complaints & Feedback Procedure

Complaints Procedure

Here at The Community Practice, we pride ourselves on the service that we provide our patients, so it always disheartening to hear when patients are not happy with the service they are receiving.

If you are unhappy with the service you are receiving, we request that you put your concerns to us in writing. This allows us time to investigate your concern fully and give you a detailed reply. 

This can be either by letter or by emailing  -  and your concerns will be addressed firstly by the complaints advisor and escalated to the Practice manager if needed.

The Complaints Advisor will aim to acknowledge your complaint with 3 days of receiving it.

We are sure you can appreciate that complaints take time to look in to. There is a process we must follow; we need to speak to all parties that are involved and listen to any calls that have been made as well as read any consultations. 

Our complaints procedure states complaints should be resolved within a "relevant period" i.e. 6 months from the day which the complaint was received however this may be extended if needed. 

If you do have any concerns that need to be raised, The Community Practice would like to reassure you that we take all complaints very serious and would like to assure our patients that their care and treatment will not be compromised by making this complaint. 

If you have received your full response, then your investigation and complaint is now closed. If you are unhappy with the outcome, or if you do no wish to complain to the surgery directly, you can contact Mid and South Essex Integrated Care Board.

You can do this by:

  • Telephone: 01268 594444
  • E-mail:
  • Writing: Mid and South Essex Integrated Care System · Phoenix House, Christopher Martin Road, Basildon, Essex, SS14 3HG

Complaints policy 


The Community Practice welcomes all forms of feedback from our patients whether good or bad. If you would like to send us feedback please email us on please title your email as FEEDBACK.

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