We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. 

Complaints can be made to the Practice Manager either verbally, in writing or by email to caxton.surgery@nhs.net and we will aim to investigate and respond within an agreed timeframe which is:

Acknowledgement within 3 working days

Formal response within 20 working days

These timeframes might change dependent upon workload and workforce pressures within General Practice or the NHS or on the availability of the staff involved.

If you do not wish to complain directly to the practice you can contact our commuissioning body at:

NHS Shropshire Telford and Wrekin ICB

Wellington Civic Offices,

Larkin Way,

Tan Bank,

Wellington,

Telford,

TF1 1LX

Complaints, Patient Advice and Liaison Service (PALS) - NHS Shropshire, Telford and Wrekin

We would always encourage patients to come to the practice first with their complaint.

Copies of our complaints leaflet with more information are also available from reception and also from the policies and procedures section of this website.