Listening to what patients say is important for us. Please do not hesitate to feed back your views and ideas about how we can improve our services.
Practice Complaints Procedure
COMPLAINTS ABOUT THE SURGERY
How to Complain
The complaint must be about an NHS funded service. You can complain by letter, by telephone or in person at the surgery during opening hours. We have a complaints form, which you are free to use if you wish to, please ask at reception.
If you are complaining for someone else we will need their written consent to discuss the complaint with you. You can complete a form to enable us to do this which is available from reception. You can complain on behalf of a child (under
16) or anyone incapable of complaining for themselves.
When to Complain
As soonas possible after the incident you want to complain about, or no later than 12 months after the occurrence, or within 12 months of finding you have a problem. Details of your complaint will be recorded and/or acknowledged within 3 working days.
Who to Complain to:
The Practice
If you have any complaints, please give us the opportunity to resolve your concern at the surgery. Minor problems can usually be resolved by amember of our reception team.
Alternatively, if the matter is more serious or cannot be immediately sorted out, you could write to us or ask to speak to the practice manager.
The practice will try to resolve your complaint within an agreed reasonable time scale. This us called Local Resolution.
If it takes longer to resolve your complaint, perhaps because it takes further time to collect information or if other parties are involved, you will be contacted with an explanation.
Resolution of your complaint may require a meeting between the complainant and the practice. If a meeting is necessary, or if you prefer to have a meeting, one will be arranged at a time convenient to all parties. You will be contacted about the
outcome.
Although we hope you will feel able to bring your complaints to us, if you do not feel able to complain to the practice or the issues are not satisfactorily resolved, you can refer the matter to NHS England or the Parliamentary Health Service Ombudsman.
By post
NHS England NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT
Electronically
england.contactus@nhs.net
Please write - For the attention of the Complaints Manager in the subject line
By Telephone
0300 311 22 33 (Monday to Friday 8am to 6pm excluding English
Bank Holidays Parliamentary Health Service Ombudsman
If your complaint is not resolved by the practice you can take it the Parliamentary Commissioner for Health (the Ombudsman) at the following address :
Health Service Ombudsman for England
Millbank Tower
LONDON
SW1P 4QP
Telephone : 0345 015 4033
Complimentary Remarks or Suggestions
Complimentary remarks are always welcome. If you have any comments or suggestions, please write and speak to a member of our reception team or contact the practice manager.
