Complaints Procedure

We welcome feedback and comments from patients in order that we are always aware of where we are or are not providing satisfaction. In the waiting room is a secure red postbox. If you wish to leave comments please deposit them in the box via the ‘How are we Doing?’ leaflets which are available from reception. If you require a response to your comments please indicate this and we will aim to respond to you within five working days.

We will always do our best to achieve high standards. However, if you have cause for complaint we take complaints very seriously, no matter how big or small. So if you do have a comment, concern or complaint about any staff member or aspect of service, then please do let us know.

We hope that most problems can be resolved at the time between those parties concerned. Please ask to speak with the complaints manager at the time of the incident. However, if this is not possible then you can phone or write to as soon as possible. Prompt contact will enable us to investigate the matter more easily.

We guarantee an acknowledgement of your complaint within 2-3 days. Our acknowledgement will offer you the opportunity to discuss how we will handle your complaint and provide the date by which we will respond in full.

After investigating the circumstances of the complaint, a response may be provided either verbally or in writing and may be an explanation, an apology or the view expressed that there is no reasonable complaint to be upheld. Please contact the ‘complaints manager’ or one of the GPs if you have complaints or suggestions.

We handle complaints in line with the NHS complaints procedures. A copy of this procedure can be obtained from the reception staff and this is also described on a poster in the waiting area. Complaints should be made directly to the ‘complaints manager’ who can direct the complaint through the correct complaints process.

We hope that you will use our internal complaints procedure and allow us to resolve your complaint. However, under NHS complaints procedures, in the event that you make a complaint and you do not feel that our response to you is satisfactory, you can raise your concerns with the commissioner of our service which is NHS England. You can contact them using the details below.

National Customer Contact Centre:

Tel: 0300 311 2233

Email: england.contactus@nhs.net

Post: NHS England, PO Box 16738, Redditch, B97 9PT

Website: www.england.nhs.uk

The service operates Monday to Friday, 08:00-18:00, except bank holidays. Calls to 03 numbers should cost no more than geographic 01 or 02 calls, and may be part of inclusive minutes subject to provider and call package.

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. This department is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service.

You can contact them on 0345 015 4033, or write to them at:

The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London SW1P 4QP

Email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk