Chawton House Surgery

St Thomas Street, Lymington, SO41 9ND

Telephone: 01590672953

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Comments, Complaints & Suggestions

We aim to offer a high standard of service and medical care to our patients. Should you have any complaint or comment on the service provided at Chawton House please speak to any member of the practice team. Written complaints should be addressed to the Practice Manager.

We are always interested to hear any comments or observations you may have so that we can act upon them and improve the service we give. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

We hope that most problems can be sorted easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a complaint, we would like you to let us know as soon as possible.  Your complaint will be confidentially handled by the practice manager or one of the Partners in the practice, who will promptly and thoroughly investigate. You will be kept informed at each stage of the procedure.

We also always welcome suggestions and complimentary comments, and if you have a non-medical suggestion you can also send these to the Chawton House Patient Participation Group. The PPG have regular meetings with the Surgery Management to discuss any concerns or ideas raised by patients.

Complaints procedure

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.

The Health Service Ombudsman 

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvement

You can contact the Health Service Ombudsman in the following ways:

  • Tel: 0345 015 4033
  • Email:
  • By post: The Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP


Opening Times

  • Monday
    08:00am to 06:30pm
  • Tuesday
    08:00am to 06:30pm
  • Wednesday
    08:00am to 01:00pm
    02:00pm to 06:30pm
    The main reception is closed between 1-2pm but phone lines remain open for urgent medical needs.
  • Thursday
    08:00am to 06:30pm
  • Friday
    08:00am to 06:30pm
  • Saturday
    09:00am to 05:00pm
    Pre-arranged appointments only.
  • Sunday
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