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NHSE complaints

When patients make complaints direct to NHSE practices will receive a letter from NHSE requesting a response within three working days. This is often not practically possible to achieve, as many clinicians may be involved, and advice may need to sought from indemnity providers. We have discussed this with NHSE, and they have acknowledged that practices may not be able to provide a detailed response in their requested time scale. Thus practices are asked to provide a short response initially, which acknowledges receipt of the complaint, and sets out an expected timeframe for a full response.