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Comments & Complaints
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 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 Practice Manager 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.