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Comments & Suggestions

writingWe are happy to listen to ideas and suggestions that will help improve our service.

Writing to the Practice Manager or filling our online feedback form are possible ways of letting us have your comments.

Making a Complaint

The Portland Practice operates a Complaints Procedure which meets national criteria. A leaflet containing the details of our Practice's complaints procedure can be found at the bottom of this page.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to us know as soon as possible. This will enable us to establish what happened more easily. If your problem cannot be sorted out this way and you wish to make a complaint please write to the Practice Manager, The Portland Practice, St Paul's Medical Centre, 121 Swindon Road, Cheltenham, Glos GL50 4DP.

Please note that patient confidentiality is paramount and we are unable to discuss a patient’s treatment and or condition with anyone other than the patient unless the necessary “Third Party Consent Form” has been completed.

This procedure does not deal with matters of legal liability or compensation.

What we shall do

Acknowledge your complaint within three working days.

Inform you of how the complaint will be handled.

Inform you of the likely time the investigation is anticipated to take.

Inform you of the timescale in which the response is likely to be sent.

When we look into your complaint, we shall aim to:

Find out what happened and what went wrong.

Make it possible for you to discuss the problem with those concerned, if you would like this.

Make sure you receive an apology, where this is appropriate.

Identify what we can do to make sure the problem doesn't happen again.

Complaining to NHS England

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 to improve our Practice.  However this does not affect your right to approach NHS England if you feel cannot raise your complaint with us or you are dissatisfied with the result of our investigation.  You should contact the Complaints Manager, NHS England, PO Box 16738, Redditch, B97 9PT

Telephone: 0300 311 22 33


Other organisations



SEAP is a free, independent advocacy service that can help you with a complaint about any aspect of your NHS care or treatment. The contact details for Gloucestershire are:


SEAP Advocacy

PO Box 375


TN34 9HU


0300 343 5710






Healthwatch Gloucestershire


By telephone: 0800 652 5193




The Parliamentary Health Service Ombudsman

Is responsible for reviewing formal complaints about the NHS in England that have not been resolved by the Practice or other NHS organisation.  If you would like them to review your complaint you must contact them within 2 months of receiving a final formal written response from the practice or NHS England.

Telephone: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.

Portland Practice Complaints Procedure Leaflet

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