Complaints

Complaints Procedure

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.

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. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint in writing addressed to the Practice Manager. An acknowledgment of your complaint should be sent within 3 working days upon receiving your letter. Please ensure your complaint is:

• Within 6 months of the incident that caused the problem or
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

We do not accept complaints / concerns submitted through the surgery feedback 'contact us', or through econsult (as that is a GP triage system so not suitable for complaints)

complaints

We are constantly reviewing our processes and continually striving to improve our service.

NHS England

Although we would ideally prefer for patients to feel able to contact the surgery direct, you do have the option to contact NHS England direct.

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

By post to:

NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

Our opening hours are 9am to 3pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.

More information on how to make a complaint to NHS England including can be found on their website: NHS England » Complaining to NHS England; or alternatively they should be able to advise you on their requirements when you contact them.

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:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. 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 
Email: phso.enquiries@ombudsman.org.uk 
Write: Millbank Tower, Millbank, London SW1P 4QP.

 

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.