Suggestions, Comments & Complaints

We are always looking at ways to improve our services and ensure that you have the best possible experience with Drayton Medical Practice. You can help us to get it right by telling us what you think of the services delivered by us.


This page tells you what to do if you wish to compliment, comment or complain about Drayton Medical Practice.


We will do all that we can to help and assist you through the process.


 Compliments and Comments


We want to hear from you if you are particularly pleased with the service you have received from an individual or team within the Surgery and wish to pass on your thanks or praise.


If you can tell us what we do well, or suggest improvements, we can give others a better service too. We will ensure that compliments reach the individuals concerned and that their manager is made aware of them. If it is appropriate, we will also share your comments with other colleagues.


We also want to hear from you with any comments you have about any of our services or suggestions for ways we can improve. When you make a comment it will be sent to the Practice Manager for action or learning.


To this end we have provided a ‘suggestions’ box in main reception, with forms. Completed forms should be posted into the box. Both are located on the wall by the notice boards opposite the reception desks (by the board containing staff photos).


There will soon be an online form for you to use on this site to make any comments, suggestions or general complaints. Any specific or serious complaints should still be made via the procedure detailed below.




We always try to give a good service but sometimes things go wrong.


You can help us make changes by telling us about what is wrong and how you would like us to put it right.


You may want to complain about:

  • A service
  • Any action, attitude or behaviour of a member of staff which has affected you or someone close to you

Please get in touch with the Practice Manager if you need help or support in using our procedure, or if you need the information in another format.


 How to complain


When making a complaint, you can choose to complain to either of the following:

The healthcare provider

This is the organisation where you received the NHS service, for example your hospital, GP surgery or dental surgery.

The commissioner

This is the organisation that pays for the service or care you received. This will vary depending on the NHS service you are complaining about.

  • If your complaint is about primary care services such as GPs, dentists, opticians or pharmacy services, contact NHS England.

Complaining to NHS England

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.


You can complain or give feedback:


By post to:

NHS England
PO Box 16738
B97 9PT


By email to:

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.


By telephone: 0300 311 22 33

Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.


 What happens once you have made a complaint?


There are two stages for dealing with complaints.


Stage One: Local Resolution

    • When you make a complaint you will receive an acknowledgement letter within three working days from the Practice Manager.


    • If a formal investigation is needed it will be carried out by the Practice Manager. This will include a report on the process of the investigation and findings, including details of any action taken or recommended to prevent a recurrence of the problem. A copy of the report will be sent to you with a letter from the Practice Manager.


    • If more time is needed to complete the investigation we will contact you to let you know why this is needed and will discuss new deadlines.


  • If you have any questions about the response to your complaint, you can contact either the Practice Manager or Complaints Partner.

Stage Two: Ombudsman

    • If you are not satisfied with the findings of the local investigation you may wish to contact the Health Service Ombudsman. The Health Service Ombudsman is completely independent of both the NHS and of the Government. They can investigate complaints about NHS services and complaints about how the complaints procedure is working.


  • The Ombudsman does not have to investigate every complaint put to them and they will not usually take on a case which has not first been through the NHS complaints procedure.
 Useful Contacts


Drayton Medical Practice 
Michele Matthee (Practice Manager)
Drayton Medical Practice
Maer Lane
Market Drayton
Shropshire TF9 3AL
01630 652158



Health Service Ombudsman
The Parliamentary and Health Service Ombudsman
Millbank Tower
London SW1P 4QP
Tel. 0345 015 4033


ICAS Shropshire & Staffordshire
Unit 25 & 32, Stafford Business Village
Dyson Way
Staffordshire Technology Park
Stafford ST18 0TW
Tel. 0845 337 3054


Shrewsbury and Telford Hospitals NHS Trust
Royal Shrewsbury Hospital
Mytton Oak Rd
Shrewsbury SY3 8XQ
Tel. 01743 261000

Princess Royal Hospital
Apley Castle
Telford TF1 6TF
Tel. 01952 641222


Robert Jones and Agnes Hunt Orthopaedic and District Hospital NHS Trust
Complaints Manager
Robert Jones and Agnes Hunt Orthopaedic and District Hospital NHS Trust
Oswestry SY10 7AG
Tel: 01691 404127


Shropshire Council (for social care)
Complaints Manager for Social Care Services
Community Services
Sitka Drive
Shrewsbury SY2 6LG
Tel. 01743 253991