Contact the practice
Opening Times
| Monday | 8:30am to 6:00pm |
| Tuesday | 8:30am to 6:00pm |
| Wednesday | 8:30am to 6:00pm |
| Thursday | 8:30am to 6:00pm |
| Friday | 8:30am to 6:00pm |
| Saturday | Closed |
| Sunday | Closed |
If you need help when we are closed
111 is the NHS non-emergency number. It’s fast, easy and free. Call 111 and speak to a highly trained adviser, supported by healthcare professionals. They will ask you a series of questions to assess your symptoms and immediately direct you to the best medical care for you.
NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones.
In case of a life-threatening emergency, please dial 999.
Physical accessibility
The public access to Brookside Health Centre is via our main entrance which is adjacent to the public car park at Moa place, Freshwater. There is no public access or parking available via Queens Road. This is a private car park for the use of Doctors, Practice staff and emergency vehicles only.
At Brookside Health Centre there are disabled parking bays adjacent to the front door in the public pay and display car park at the front entrance to the Practice.
We comply with requirements for disabled access and we provide disabled toilet facilities.
If you need translation or interpreter support please ask our Patient Advisors for details.
How to make a complaint
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 complaint 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 – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.
You should address your complaint:
- In person – ask to speak to the Patient Communications Manager.
- In writing – some complaints may be easier to explain in writing – please give as much information as you can, then send your complaint to the practice for the attention of the Patient Communications Manager. They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form can be found at Reception.
What will we do
We will acknowledge your complaint and aim to carry out a full investigation as soon as possible. If we expect our investigation to take some time we will explain the reason for the delay and tell you when we expect to finish.
When we look into your complaint, we will:
- investigate the circumstances
- make it possible for you to discuss the problem with those concerned
- make sure you receive an apology if this is appropriate, and
- take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
Taking it further
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best change of putting right whatever has gone wrong and the opportunity to improve our practice. However, if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint, you may refer the matter to:
- By Post:
NHS England, PO Box 16738, Redditch, B97 9PT - Electronically:
england.contactus@nhs.net – please write “For the attention of the Complaints Manager in the subject line. - By Telephone:
0300 311 2233 (Monday to Friday 9am to 5pm except Wednesdays when open at 9.30am, excluding Bank Holidays
