The Crouch Oak Family Practice
45 Station Road Addlestone KT15 2BH - Tel: 01932 840123

Give us your feedback

Friends & Family Test

The Friends and Family Test

On this page, you can find our latest results from the Friends and Family Test.  You can also complete the Friends and Family Test.

The NHS website (click here) has more information on the Friends and Family Test.

Our Results - January 2020

How likely are you to recommend us to your family and friends? Respondents Percentage
Extremely likely 223 63%
Likely 69 20%
Neither likely nor unlikely 20 6%
Unlikely 12 3%
Extremely unlikely 24 7%
Don't know 5 1%


Comments, Suggestions, Complaints

Comments, Suggestions, Complaints

The doctors and staff at this practice are committed to providing high quality health care and services to patients.  This page explains how you can comment, complement or complain about the service you have received.

If you wish to comment or compliment our services please write to the Practice Manager and send to the address on our home page, or hand it in at reception.

As part of the NHS system, we operate a practice complaints procedure which meets the national criteria.

How to complain

It is best to tell a member of staff about any concerns or problems as soon as they arise and they will try to resolve them.  If your problem cannot be resolved in this way, and you wish to make a complaint, please let us have the details.  The sooner we look into the matter the easier it will be to establish what happened.  Complaints should ideally be made in writing, but can also be made verbally.  There is a limit of a maximum of 12 months for making a complaint.  In exceptional circumstances, it may be possible to investigate the issue outside this time if there are good reasons why the matter could not be raised earlier and if it is still possible to investigate it.

We will acknowledge your written complaint within two working days of receipt and will usually provide a formal response within 28 working days. If the investigation is likely to take longer than anticipated we will inform you in writing.

We will investigate your complaint to:-

  • find out what happened and whether something went wrong
  • invite you to discuss the problem with those involved, if you would like this
  • apologise where this is appropriate
  • identify what we can do to make sure the problem does not happen again.

Where you can get assistance

If you would like independent advice or support about your complaint, the following organisations may be able to help:-

  • Citizens Advice Bureau (CAB), The Old Library, Church Road Addlestone KT15 1RW,  telephone 01932 248660 or 01932 827187or visit
  • The complaints team at NW Surrey CCG: Phone: 01372 232400 Email:
  • NHS England: email with "For the attention of the complaints team" in the subject line. Or telephone 0300 311 22 33

Who can complain?

Anyone who is receiving a service, or has received a service, can complain.  You can complain yourself or on behalf of someone else if you have their consent. Consent is required because we may need to disclose information from the patient's medical records.  If the patient is deceased or lacks capacity we will need proof that you are an appropriate person as determined by law.

What to do next if you are still unhappy:

If you are not satisfied with the way we have dealt with your complaint, you can make a request for an independent review by contacting the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, telephone enquiries 0345 015 4033 (fax 0300 061 4000).
Email: or

Please remember

We want you to let us know if you are unhappy or have a suggestion about how we can do things better.

  • All complaints are treated in the strictest confidence.
  • Making a complaint will not affect your treatment or care.

Other ways to feedback

You can also leave feedback on the NHS website: - Crouch Oak Family Practice