Please use our eConsultation to contact us online for an appointment or for queries. Norton Medical Centre - Covid19 Information for information within the practice such as face masks and sick notes.
Please note we are closed Thursday afternoons between 12 noon and 2pm. For more information please see our Opening Times

Norton Medical Centre

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Complaints Procedure

Any complaints or concerns you have about Norton Medical Centre are taken seriously and we will make every effort address these for you. Below is our Practice Complaints Procedure for you to follow and help us resolve any issues.

You can print our Complaints Procedure as a .pdf document here or collect a copy from the Surgery.

Practice Complaints Procedure

We always welcome the opportunity to deal with any part of our service which is causing you concern.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints and our system meets national criteria.

We will do our best to resolve the problem as quickly as possible.


Many problems can be sorted out quickly and easily as they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, you should let us know as soon as possible as this will enable us to establish what happened more easily.

Ideally you should let us know of your complaint within a matter of days, or at most a few weeks, of the incident. If this is not possible, then you should let us have details:

  • Within twelve months of the incident that caused the problem, or within twelve months of discovering that you have a problem, or
  • Within twelve months of discovering that you have a problem.
  • Written complaints should be addressed to Mrs Leigh Malloy, the Practice Manager, or to your doctor if you prefer. Alternatively, you can relay a verbal complaint to the Reception Manager who will make notes of your concerns to pass on for investigation.

    If requested, we can facilitate telephone or face to face meetings after the investigation has taken place to discuss the outcome. We will aim to arrange this as soon as reasonably possible and with the most appropriate person; please note if you wish to meet with a GP or the Practice Manager specifically there may be at least a 4+ week wait for availability. Alternatively, we have various Interdepartmental Teams lead by skilled Managers, such as our Reception Manager, Medicines Manager, and many more who may be able to help you sooner.

    Please address written complaints to:

    Leigh Malloy
    Practice Manager
    Norton Medical Centre
    Billingham Road
    TS20 2UZ


    We will acknowledge your complaint within three working days, and then fully investigate and provide a full response within a reasonable timeframe (usually four to six weeks). We will:

  • Establish what happened and what went wrong.
  • Identify how we can ensure the problem doesn’t happen again.
  • Be in a position to offer you an explanation, or a meeting with the people concerned.
  • Make sure you receive an apology, where this is appropriate.

    We must keep strict rules of confidentiality. If you wish to complain on behalf of someone else, we need to know you have their permission to do so. A note signed by the person concerned will be needed. If you are complaining on behalf of someone who does not have capacity to provide consent, we will require evidence of a Lasting Power of Attorney for Health document in place.


    If you have a problem, we hope you will use our Practice Complaints Procedure as this will give us the best chance of correcting whatever has gone wrong and give us an opportunity to improve our practice.

    You may feel you need help and advice to make your complaint and there are people who can help you. You can contact Healthwatch Stockton on Tees to find out about independent NHS complaints advocacy services in the area.

    If you want to complain about the care you have received by the practice, but do not wish to follow the local complaints procedure, then you can contact NHS England Customer Contact Centre.

    Having gone through the above procedures, if you are still not satisfied but do not wish to take the matter further within the practice, then you have the right to request an independent review of your complaint from the Parliamentary and Health Service Ombudsman (PHSO) within 12 months of the date of the final response letter.


    Independent Complaints Advocacy Service (ICAS)
    Evans Business Incubation Centre
    Durham Way South
    Newton Aycliffe
    DL5 6XP
    Freephone: 0808 802 3000

    Healthwatch Stockton on Tees
    Catalyst House
    27 Yarm Road
    Stockton on Tees
    TS18 3NJ
    For general enquiries Tel: 01642 688312
    For information and advice Tel: 0808 1729559

    NHS England Customer Contact Centre
    PO Box 16728
    B97 9PT
    Tel: 0300 311 22 33 (open 8.00am – 6.00pm)

    The Parliamentary and Health Service Ombudsman
    Millbank Tower
    SW1P 4QP
    Tel: 0345 015 4033

    Contact Us


    Norton Medical Centre
    Billingham Road
    TS20 2UZ

    Tel: 01642 745350

    Monday to Friday 8:00am - 6:00pm


    Norton Medical Centre will be closed from 12 noon on Thursday 16th May for Staff Training - Surgeries in Hartlepool and Stockton, including Norton Medical Centre, will be closed for Protected Learning Time (PIL) If you require routine healthcare, we will open as normal at 8.30am on Friday 17th May 2024. For emergency healthcare, please contact 111 or 999 as appropriate.


    The practice is closed on Thursdays between 12 noon and 2:00pm for staff training.

    We are occasionally closed for training sessions, please see separate notices in the surgery and on the website for specific dates.

    Closure dates can be viewed with our Opening Hours Page along with opening times.


    Please use our Online Consultation Service to contact us online for an appointment or for queries by using our eConsultation link


    From Monday 27th November, our eConsultation service and telephone lines will both open from 8.30am.

    Please note we close eConsultations when we have reached safe capacity.

    Out of Hours

    When the practice is closed call 111 for medical help or visit Out of Hours


    Call 999 for Health Emergencies


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