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We are always here to listen and learn and that is why we value your opinion. There are times when we may not have lived up to your expectations, have made a mistake or not provided the best possible service, and it is important that you share this with us.
Many issues can be resolved quickly by speaking directly to the staff at the place where you received care or accessed a service.
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words.
We are committed to handling complaints fairly, openly and compassionately, in line with the Public Service Ombudsman's NHS Complaint Standards.
Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.
However, AI-generated text can sometimes:
- include information that is inaccurate or not relevant;
- use overly formal or legal language;
- make complaints longer or more complex than necessary; or
- make it harder for us to clearly understand your personal experience.
This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
- what happened;
- when it happened;
- how it affected you; and
- what you would like us to do to resolve the matter.
A short explanation in your own words is often more helpful than a long or highly formal letter.
However, if you choose to use AI tools, we recommend that you:
- check the wording carefully to ensure it reflects your own experience;
- remove any information that is inaccurate or not relevant; and
- take care when including sensitive personal information.
Please be aware that some AI tools may store or use information entered into them.
If you need support to make a complaint—for example due to language needs, disability, learning disability, or mental health or communication difficulties—please let us know. We will do our best to support you in a way that works for you.
Complaints Procedure
The Practice offers a complaints procedure as part of the NHS system for dealing with complaints about the service we provide. We will attempt to resolve problems swiftly and take action appropriately if we do not achieve the high standards for which we aim.
To make a complaint, please contact the Complaints Lead in writing to:
Swanscombe Health Centre
Southfleet Road
Swanscombe
Kent
DA10 0BF
Contact us electronically
To speak to us directly, please use our secure online form.
NHS Kent and Medway Patient Experience Team
NHS Kent and Medway Patient Experience Team now take on responsibility for complaints. This replaces the current process through the South East Complaints Hub (SECH).
Bringing primary care complaints back ‘in-house’ will align the service with other complaints already being managed and help identify themes or trends.
To make a complaint, please contact the NHS Kent and Medway Patient Experience Team:
- Email: Contact the NHS Kent and Medway Patient Experience Team
- Phone: 01634 335095 Option 7
- Postal address: Patient Experience Team, 2nd Floor, Gail House, Lower Stone Street, Maidstone, Kent, ME15 6NB
The Patient Experience Team is available from 8am to 4pm, excluding weekends and Bank Holidays, and will aim to respond as soon as possible within three working days. Each complaint that is received will receive an acknowledgement within three working days.