We make every effort to give the best service possible to everyone who attends our practice and we welcome any feed back or helpful suggestions you may have.
We know that sometimes things can go wrong resulting in a genuine cause for concern or complaint. If this happens,we hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.
How to complain
We believe that the quickest way of resolving a concern is by raising it directly with a member of the Practice team as soon as you can.
We will try to deal with your concern as quickly as possible. You can also contact the Reception or ask for the Practice Manager in order to discuss your issues.
If you are unable to complain immediately after the event then 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.
Simply write to the Practice Manager with your concern and he will set all the necessary wheels in motion. Further written information is available on the complaints procedure leaflet available from reception.
What we will do
Our Practice Manager will make sure that your concerns are dealt with promptly and will acknowledge receipt of your complaint within 3 working days. We will aim to have looked into the case within 10 working days. If the case is likely to take longer we will let you know and keep you informed as the investigation progresses.
Your care and treatment will not be affected as a result of making a complaint.
We will look into your complaint to:
1) Find out what happened and what went wrong
2) Invite you to discuss the problem
3) Identify what we can do to make sure that the problem does not happen again.
You will receive a written response setting out the result of the investigation.
Complaining on behalf of someone else
Medical records are protected by the Data Protection Act and GDPR 2018. If you are complaining on behalf of someone else we need to know that you have their permission to do so. You will need to provide a note, dated and signed by the patient with their consent, agreeing that they are happy for you to act on their behalf.
If you are not comfortable complaining directly to us, or if you feel this is not appropriate, you may choose to complain to NHS England.
PO Box 16738
Redditch B97 9PT
Tel: 0300 311 22 33
If you are making a complaint please state: "For the attention of the complaints team" in the email subject line.
If you are dissatisfied with the outcome of your complaint resolution by us or NHS England, you may contact the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.
The Parliamentary and Health Service Ombudsman
London, SW1P 4QP
Tel: 0345 015 4033
I need help with my complaint
If you feel you are unable to make a complaint yourself and need support, you can access an Independent Health Complaints Advocate
Click on the "NHS Complaints Advocacy Service" tab for more information.