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Practice Charter

Please inform us if, for any reason, you are unable to keep an appointment with any member of the Primary Health Care Team. Failure to do so repeatedly may result in us being unable to keep you on our practice list.

Comments On Services Provided

We would be very pleased to receive your views or suggestions on both the services we provide and Burnham Medical Centre in general.

If you would like to email or write to us with these comments, please address them to Terri Huxtable, Practice Manager and she will pass them on to the doctor or member of staff concerned. (Email )


We have our own efficient in-house complaints procedure and, if you wish to make a complaint, please contact our practice manager, Mrs Terri Huxtable. You may telephone, email or put your complaint in writing. Whichever method of contact you choose, please include full details of your complaint. Mrs Huxtable and our Complaints Team will work together to try to address your concerns fully ‘in house’ but if you are not fully satisfied or wish to seek external guidance, you have further options. You may contact NHS England Complaints Department, HCAS, IHCAS or the Ombudsman. Full details of how to contact these organisations are included within our Practice leaflet (which you may download by accessing this hyperlink) Burnham & Berrow Medical Centre Complaints Procedure or by looking at the information detailed below.

The link below gives tips and advice regarding the complaints procedure including a video clip in British Sign Language on how to make complaints about health services which may be particularly helpful for patients and services users who are deaf or hard of hearing:


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, if you would like some support in approaching us or would like input from outside the Practice after raising a complaint, you may:

  • approach NHS England Complaints Department

NHS England aims to resolve any problems without resorting to formal process, but where a complaint is felt necessary, they will do everything they can to respond well.

If you have a complaint concerning the treatment or service provided by the NHS, you can:

Refer to the NHS choices website:

By post:
NHS England
PO Box 16738
B97 9PT

By email with ‘For the attention of the complaints manager’ in the subject line.

By telephone
0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

They will take a note of your complaint and arrange for it to be passed to the complaints manager.

Provide as much information as possible to allow NHS England to investigate your complaint. Include some or all of the following:

- your name and a valid email or home address for reply;

- a clear description of your complaint;

- copies of earlier associated correspondence between yourself and NHS England; and

- any valid correspondence case reference numbers.

NHS England aim to respond to all complaints within 20 working days. If they are unable to reply within this time, they will let you know and provide a realistic estimate of when you can expect a reply.

  • contact HCAS

You can contact the Health Complaints Advocacy Service (SEAP)- who can offer support to complainants:

Unit 3 Premier House
Willowside Park
Canal Road
BA14 8RH

Tel: 0300 3435724
Minicom: 01424 457601

  • contact the Ombudsman

The Parliamentary and Health Service Ombudsman
Millbank Tower

Tel: 0345 015 4033 (complaints helpline)

Recording Telephone Calls

Please be advised that the practice records all incoming and outgoing calls. This is for training and quality purposes and to protect both our staff and patients.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

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James & Co