Suggestions and Comments
We welcome all comments on the services provided by the Practice.
We are continually looking to turn out patients’ 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.
We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.
We’ll let the staff involved know and share the good practice across our teams.
You may write to us or contact us by phone or fax.
We do our utmost to have a harmonious environment and efficient surgery, but if you are unhappy with our procedure and you wish to air a grievance. Follow this link to fill in the complaint form. All complaints will be taken seriously and investigated quickly and impartially. The Practice Manager will carry out a thorough investigation and inform you of the outcome. You may send it to us in writing.
We shall acknowledge your complaint within 10 working days and aim to have looked into your complaint within 30 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 had happened and what went wrong
- Agree a plan on how your complaint will be dealt with and the timescales involved
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology where that is appropriate
- Identify what we can do to make sure the problem doesn’t happen again
Complaining To External Bodies
We hope that if you have a grievance you will use our practice complaints procedure. We believe this will give us the best chance of correcting whatever has gone wrong and an opportunity to improve our services.
Nevertheless, this does not affect your right to approach NHS England.
If you feel you cannot raise your complaint with us, you should contact the Complaints Manager at NHS England.
The Complaints Manager may be contacted on 0300 311 22 33 or by writing to the complaints manager at NHS England, PO Box 16738, Redditch, B97 9PT.
NHS England also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become complaints. To speak to a PALS officer, ring 0300 311 22 33.
In addition, ICAS (Independent Complaints Advocacy Service) are available to help you through the complaints process. Their services are free of charge and they can be contacted on 0330 440 9000 for Local Office.
If you are dissatisfied with the result of our investigation you can contact the Parliamentary and Health Service Ombudsman:
By telephone: 0345 015 4033; or In writing to:
The Parliamentary and Health Service Ombudsman
SW1P 4QP; or
By e-mail: firstname.lastname@example.org
If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the Care Quality Commission on 03000 616161, or on their website.