Suggestions, Comments and Complaints

If you have feedback, a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please use our Feedback triage.

Complaints

We hope that most problems can be sorted out 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 – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

Please let us have the details of your complaint:

  • Within 6 months of the incident that caused the problem
  • Within 6 months of discovering that you have a problem, provided this is within 12 months if the incident

What We Will Do

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint as soon as possible after the date when you raised it with us when we will be in a position to offer you an explanation, or a meeting with the people involved. When we look into you complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

For further advice or information contact:

NHS England
PO BOX 16738
Redditch,
B97 9PT

Telephone: 0300 311 22 33

Email: england.contactus@nhs.net.

If you’re still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.

Please visit their website at www.ombudsman.org.uk or you can call on 0345 015 4033.