Complaints Procedure

What if I am unhappy with the service?

We do try to provide you with the best service possible, but realise that on occasion you may feel this has not been achieved. So, if you have any problems relating to your care, these can be dealt with through our practice manager, who would be only too happy to discuss the matter.

Making a complaint

In the rare event, that you wish to make a formal complaint about the service that you have received, you can make it in writing, addressed to our Practice Manager, Rupa Yagnik. We will aim to acknowledge your complaint within 3 working days, and will discuss the relevant complaint and the plan going forward.

Please note that you can now email the Practice with any complaints or suggestions via our secure online form

Please note that we do not send responses from this email address and it must not be used for seeking medical advice or for other administrative or purposes. 

Complaints to the NHS

Patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager, can contact NHS England using the details below:

By post

NHS England 
PO Box 16738 
Redditch 
B97 9PT

By email

england.contactus@nhs.net

Please write 'For the attention of the Complaints Manager' in the subject line.

By telephone

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) We will take a note of your complaint and arrange for it to be passed to the Complaints Manager.

The Independent Complaints Advocacy Service (ICAS)

The Independent Complaints Advocacy Service (ICAS) can provide free impartial support when you are making a complaint. They can help to draft or write a letter, can arrange interpreting or can accompany you to a meeting. They may be contacted on 0300 330 5454 Textphone 0786 002 2939 or email: nhscomplaints@voiceability.org

The Health Service Ombudsman

Alternatively if you consider that the complaint has not been resolved to your satisfaction you can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033.  You can visit their website by following this link

Complaints about other local health services

If you have a comment or complaint about any other local health service, please contact your local CCG at BHHcomplaints@nhs.net or telephone 020 8966 1059, 020 8966 1065

Suggestions

We are continually striving to improve our services. Any helpful suggestions that will assist us, may be given verbally, or put into writing and marked for the attention of our practice manager, Ms Rupa Yagnik.

NHS Friends & Family Test

From 1st December 2014 GP practices are expected to provide people who use their services an opportunity to give anonymous feedback through ‘The Friends & Family Test’ except where it would be inappropriate to do so.

Our patients can provide this feedback by completing a short questionnaire which is available in the practice or via our website. Please help us to improve care for the next patient by rating and reviewing the surgery. Results will be published on our website and in the surgery.

Patient Satisfaction Surveys

We are keen to get your feedback and the practice participates in the NHS patient satisfaction surveys carried out every three months. The department of health sends out satisfaction questionnaires to a randomised sample of the centre’s patients, and we would urge all patients to complete and return these, as this will help us improve our service to you.