Comments & Complaints
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this Practice, please let us know. We operate a Practice complaints’ procedure as part of an NHS complaints system, which meets national criteria.
How to complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.
If you would like to speak with us informally about any concerns, comments or suggestions you have, please ask to speak with a member of the management team. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible, 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.
Complaining on behalf of someone else
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 of authorisation, signed by the person concerned, is required, unless they are incapable of providing this (because of illness or mental incapacity). In these circumstances we would require authority from the person holding the Power of Attorney.
Complaining to NHS England
We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, who is the commissioner of Primary Care Services. Their contact details are as follows:
Telephone: 0300 311 2233
Postal address: NHS England, P.O.Box 16738, Redditch, B97 9PT
Further information is available at www.england.nhs.uk/contact-us/
Health Service Ombudsman
If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.
Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.
NHS Complaints Advocacy Service
POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.
Telephone: 0300 200 0084