The practice is always happy to receive feedback whether good or what you feel we need to improve.
If we have done something that you would like to highlight as good practice, please let us know how your experience was.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- leave a review on iWantGreatCare
- phone us on 0129 824 105
Complaints procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice.
How to complain
We endeavour to solve most problems at the time they arise, with the person concerned and as quickly and as easily as possible.
If your problem cannot be sorted out in this way and you wish to make a complaint we would like to know as soon as possible. Ideally within a matter of days or at the most a few weeks to enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint
- Within 6 months of the incident; or
- Within 6 months of discovering that you have a problem
- provided that it is within 12 months of the incident
To make a complaint, please complete our feedback form
What we shall do
Acknowledge your complaint within 3 working days.
Investigate the complaint within 10 working days (if we cannot meet this timescale we will advise you and keep you posted), where possible.
Offer you a meeting with the people involved or an explanation.
We shall aim to:
- Find out what went wrong
- Ensure that you can discuss the problem with the people concerned
- Make sure you receive an apology if appropriate
- Identify what we can do to stop it happening again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. We therefore need to be sure that you have their permission to do so. A note signed by the person concerned will usually suffice unless they are incapable, through illness, of doing so.
Complaining to NHS England
You have a right to send your complaint to: NHS England Complaints service, who will then decide whether they should handle the complaint or the Practice should handle the complaint. If you wish to take your complaint forward through this process you need to contact NHS England.
By post
NHS England
PO Box 16738
Redditch
B97 9PT
By email
england.contactus@nhs.net
Please state: ‘For the attention of the complaints team’ in the subject line
By phone
0300 311 22 33
Dissatisfied with our response
Please note if you remain dissatisfied with our response to your concerns you have the right to ask the NHS Commissioning Board to review your case. This should be done within two months of receipt of this letter. You can contact: The Parliamentary and Health Service Ombudsman.
By post
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
By email
phso.emquiries@ombudsman.org.uk
By phone
0345 0154033