Suggestions, Comments and Complaints

If you would like to give us any feedback or wish to make a complaint, please complete our Feedback and Complaints Triage.

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients. If you have a complaint or concern about the service you have received from the practice, please let us know at the reception desk by informing the Operations Manager verbally or in writing.

We operate a complaints procedure as part of the NHS system for dealing with complaints.

The practice complaints procedure meets national criteria.

What If My Complaint Is Personal?

We shall respect your confidentiality. If your concerns are about another person we will need their written permission before discussing anything personal with you.

Tell Us What You Think

It is helpful to have your views about how we run the practice.

If something concerns you or you think we should know about anything, please speak the Operations Manager. Or you can write down your comments and suggestions and give to a member of staff or put it in the suggestions box.

The doctors and staff are interested to know what you think about the services we offer here. Your compliments as well as complaints are equally welcomed.

We will provide high quality primary care response to the needs of the local community, to the mutual satisfaction of patients, clinicians and practice staff. We will respect the needs and beliefs of patients without discrimination, in a supportive and friendly environment.

We will create an atmosphere of professionalised care and accessibility, and to work in partnership with patients and other health care professionals.

How To Complain

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.

If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.

You can ask for an appointment with the Operations Manager in order to discuss your concerns. She will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. It helps us if you can give us as the full details about your complaint.

You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.

Complaining On Behalf Of Someone Else

Medical records are protected by the Data Protection Act 2018. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

Verbal Complaints

We believe that most problems can be sorted out easily and quickly, often at the time they occur with the individuals concerned. Please ask to speak with Sally Knapp, our reception manager, who will try to assist you. If you are unable to resolve your problem at step 1 then please read details below on step 2.

Local Resolution

As part of our resolution process, we wish to deal with complaints as soon as possible after the event. If not resolved in step 1 then a complaint must be made in writing, ideally within 1 year of the date on which the complaint occurred.

The complaint letter must be addressed to the complaints to the Operations Manager.

What We Will Do

We shall acknowledge your complaint in writing within 3 working days and shall then proceed to investigate your complaint within 10 working days. After investigating your complaint we should be in a position to offer you an explanation by writing to you. Or we may invite you to a meeting in the practice if this is appropriate. When we look into a complaint we aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if this is appropriate
  • Make sure you receive an apology where appropriate
  • Identify what we can do to make sure the problem does not arise again
  • Introduce procedures to ensure that best practice is adopted where necessary

A written response from the complaints manager will be sent within 30 working days of the complaint being made.

Useful Addresses

If you are not happy with our written response to your concerns, you can contact the NHS England Customer Contact Centre or The Parliamentary and Health Service Ombudsman.

NHS England Customer Contact Centre
NHS Commissioning Board
P.O. Box 16738
Redditch
B97 9PT
Tel: 0300 311 2233
Voice Ability: 0300 3305 454
Text Phone: 0786 002 2939
Email: england.contactus@nhs.net

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk

NHS 111 Service (replacing NHS Direct)
Medical help fast but not a 999 emergency
Tel: 111
If you have difficulties communicating or hearing.
Text Phone: 18001 111

Remember:

  • We want you to let us know if you are unhappy or have a suggestion about how we can do things better
  • All complaints are treated in the strictest confidence.
  • Making a complaint will not affect your treatment at the surgery