Who to complain to re GP surgery?

[sixlostmonkeys]

My elderly neighbour has been struggling for a long time with the incompetence of her GP's surgery (receptionist). The latest episode is a very worrying one and she now feels it is time to 'complain'. Complaining to the GP has been tried and is pointless. I have told her that I will help with letters etc but i don't know where to start. Could anyone here point me in the right direction? Who to complain to and how ie a letter or are there forms etc.
thanks in advance.

Is there a practise manager at your surgery?

I expect there is, and s/he should be your first port of call.

If they are not helpful, put your complaint in writing, both to the GP and to your local health authority.