We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
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
- phone us on 01608 650 317
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, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
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
Complaints should be addressed to Mrs Jayne Ledbetter, Practice Manager, or any of the doctors. Alternatively you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What shall we do?
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your 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,
- ensure you receive an apology, where this is appropriate,
- identify what we can do to make sure the problem does not 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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Taking your complaint further
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. However, 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. The contact details are as follows:-
Post
NHS England
PO Box 16738
Redditch
B97 9PT
- Address with subject line: ‘For the attention of the complaints manager’.
- Provide as much information as possible to allow NHS England to investigate the complaint. Include some or all of the following:
– your name and a valid email or home address for reply;
– a clear description of your complaint;
copies of earlier associated correspondence between yourself and NHS England (if relevant) and
– any valid correspondence case reference numbers if provided on any previous contact.
With ‘For the attention of the complaints manager’ in the subject line. Then the information as above
Phone
(Monday to Friday 8am to 6pm, excluding English Bank Holidays)
