Jubilee Surgery

Whitton Corner Health and Social Care Centre, Percy Road, Whitton, Twickenham, TW2 6JL

Telephone: 0203 405 0840

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We are unable to accept urine samples over the counter unless requested by a doctor. Please book an appointment if you think you may have a urine infection.    Covid Spring Booster Campaign- see latest news on our home page for more information.


Comments, suggestions and complaints

If you have a complaint or concerns about the service you have received from the doctors or any of the staff working at Jubilee Surgery, please let us know.  We operate a practice procedure as part of an NHS system for dealing with complaints and our complaints system meets national criteria.

How to Complain

We hope that most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned.  If you do not feel this is possible or appropriate, please ask to speak to the Practice Manager.  If she is not in the surgery at the time, you will be asked to leave a short note with regards to your concerns, with your name, contact telephone numbers, and she will contact you upon her return.

If your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible – ideally within a matter of days so that we establish what happened more easily.

Written complaints should be addressed to The Practice Manager.

If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  We need to have written consent for you to act on their behalf.

What we shall do

We shall acknowledge receipt of your complaint within two working days and aim to have investigated your complaint within ten working days of the date it was raised.  We shall aim to:

– find out what happened and what went wrong

– make it possible for you to discuss the problem with those concerned if you would like this, or alternatively in confidence with the Practice Manager

– make sure you receive an apology and if appropriate identify what we can  do to make sure the problem does not occur again

If you are not satisfied with the response from us, please contact the Health Service Ombudsman:

Parliamentary and Health Service Ombudsman

Millbank Tower




Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk


Alternatively you can write to:

NHS South West London ICB

120 The Broadway



SW19 1RH

Tel: 0800 026 6082

e-mail: contactus@swlondon.nhs.uk

Complaints and Comments Procedure