At Pastures Way Surgery, we endeavour to give you the best service possible at all times, but there may be occasions when you feel you wish to express dissatisfaction or you need to offer constructive suggestions.

We offer an in-house procedure to deal with your concerns.  This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us an opportunity of looking into, and if necessary correcting, any mistakes that have been made.

Using this procedure does not affect your right to complain to the NHS Luton if you so wish via the Health Authority and the South Bedfordshire Community Health Council.

In order to respect our duty of confidentiality to patients, a patient’s consent in writing will be required if a complaint is not made by that patient directly.

Every patient has been allocated a named GP who is responsible for your overall care at the practice. Patients registered at Pastures Way Surgery will have Dr D V Shah or Dr R Shah as their named, accountable GP.

Having a named accountable GP does not restrict your entitlement to see any doctor in the practice.

In accordance with the NHS zero tolerance zone guidelines, any violence (physical or verbal) directed at our clinicians or non-clinicians will result in the patient being immediately removed from our list.