Suggestions, Comments and Complaints

We welcome all comments on the services provided by the Practice.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

We’ll let the staff involved know and share the good practice across our teams.

You may write to us or contact us by phone. Our details can be found on our Contact Us page.

We are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  We operate a Practice complaint procedure as part of an NHS complaints system, which meets national criteria.

How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible.

You should address your complaint in writing to the Practice Manager. you can also email us at castlemedicalgroup.mail@nhs.net or use the feedback form. We will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

 A full copy of our Complaints Policy is available on request.

Alternatively, if you feel unable to discuss your complaint directly with the Practice you can contact:

Patient Advice and Liaison Service (PALS)

Patients, relatives or carers occasionally need to turn to someone for on-the-spot advice and support. PALS aims to resolve concerns quickly and efficiently, provide information on NHS services.

Contact PALS by:

  • Phoning 01582 532109 (normal hours 9am- 5pm, Monday to Friday). A voicemail system operates at busy times and out of hours and we will endeavour to return your call by the next working day.
  • Emailing pals.lutonccg@nhs.net 
  • Writing to: The PALS service, 4 George Street West, Luton LU1 2BJ

NHS England

The contact details for NHS England are:

Email: nhscomissioningboard@hscic.gov.uk 

Postal Address:

NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT

Telephone: 0300 311 2233