Complaints Procedure

We aim to provide the highest standard of patient care at the Robert Frew Medical Partners.

If you feel we have not provided this, then please follow our complaints procedure to help us resolve any issues you may have. Our complaints procedure complies with the Health & Social Care complaints regulations issued in 2009.


We hope that most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned. In the first instance, please speak to Jo Pascall, our Reception Manager, who will try to address your concerns. Our aim is for a satisfactory outcome to your complaint for yourself and the practice.
If your problem cannot be sorted out in this way and you wish to make an official complaint, we would like you to let us know as soon as possible, preferably within a few days, as this will enable us to establish more easily what happened. Please write to Sue Chesson, our Deputy Practice Manager with details of your complaint within 12 months of the incident, please be as specific as possible about your complaint.


Please note that we keep strictly to the rules of medial confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A letter signed by the person will be required before the complaint or problem can be discussed on their behalf.


We will acknowledge your written complaint within 5 working days (in normal circumstances) and aim to have investigated your complaint within the mutually agreed timescale. We will offer you the opportunity to have a meeting at the surgery to discuss your concerns or you can have a written explanation if that is your preference.

When we investigate, we aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem if you wish.
  • Make sure you receive and apology, where this is appropriate.
  • Identify what we can do to ensure the problem does not happen again.


We ask that any complaints or concerns, which you might discuss with our receptionists in the first instance and later with our Reception Manager, will be aired in a pleasant, non-confrontational manner. Many complaints you have may stem from lack of resources at the practice. The Partners are fully aware of these shortcomings due to lack of funds within the NHS. We ask that our patients be aware of these matters before making their complaint.


We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity, where possible, to improve our service.

This does not affect your right to approach NHS Constitution on GOV.UK if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation.

From 1st July 2023

NHS Constitution on GOV.UK can be contacted on 01268 594444, by email or by writing to:
Mid and South Essex Integrated Care System
Phoenix House, Christopher Martin Road, Basildon, Essex, SS14 3HG

Support in making your complaint is also available from the Independent Complaints Advocacy Service on 0300 456 2370, or by email

If you remain dissatisfied with the outcome of your complaint, you have the right to ask the Health Service Ombudsman to review your case. If you would like to discuss this possibility, please contact the Ombudsman’s Helpline on 0345 015 4033.

Practice Contacts

Jo Pascall – Reception Manager 01268 209229
Sue Chesson – Deputy Practice Manager 01268 209 209229

Robert Frew Medical Partners
Silva Island Way
SS12 9NR

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