Comments & Suggestions
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can sometimes go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is the case, we hope to be able to resolve the matter as quickly, and as amicably, as possible.
If you wish to make a formal complaint please put your grievance in writing to our practice manager and he will arrange for your concerns to be addressed appropriately.
You have the right to raise your complaint with the NHS England National Call Centre if you would prefer not to raise it directly with the practice. Contact details for the Call Centre are; PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 (Mon-Fri, 8:00am to 6:00pm, excluding Bank Holidays.
If the practice nor the Call Centre are able to fully resolve any issues you have, you can take your complaint to the NHS Ombudsman. Contact details are at the bottom of this page.
The Patient Advisory and Liaison Service (PALS) can help you with making your complaint. They can be contacted on Freephone 08000 151 548, on Land line 01452 566698 or by e-mail at firstname.lastname@example.org
Other organisations which can help with your complaint include; The Independent Complaints Advocacy Service (ICAS), the Citizens Advice Bureaux and the Care Quality Commission (CQC).
We continually strive to develop our service. Any helpful suggestions would be very much appreciated and a suggestion box is located in our reception area at the surgery.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.
You can download a copy of our complaints procedure quick guide by clicking on the following link Complaints Procedure
Also, you may wish to view the NHS Feedback and Complaints Procedure for further information.