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Comments & Suggestions
Whilst we endeavour to maintain an efficient service at all times, problems do occasionally occur. If you have any problems or suggestions, please feel free to discuss them with our centre manager (by appointment).
Practice Complaints Procedure
At our practice, we are all committed to resolving complaints and, if you have any concerns, please do let us know as soon as you can. Most problems can be resolved quickly and easily, often at the time they arise, and with the person concerned. If we are able to settle your concerns with a straightforward discussion, we will do so.
Where we are not able to resolve your complaint in this way we will deal with it using our formal complaints procedure. A complaint can be made verbally or in writing. We would prefer that you let us know your concerns as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a problem. It would be helpful for us if you could explain your concerns, clearly giving as much detail as you can. Please send your written complaint to Marion Lombardelli, Managing Partner.
Patients who feel unable to complain directly to the surgery may direct their complaint to:
NHS England, PO Box 16738, Redditch, B97 9PT, telephone 0300 311 2233 (Monday to Friday 8.00am to 6.00pm excluding English Bank Holidays). Email: firstname.lastname@example.org
For patients who feel they need support to make a complaint, VoiceAbilty advocates can work with you to ensure you understand your options and help you to achieve the outcome you are seeking.
VoiceAbility. The NHS complaints Advocacy service can provide free impartial support when you are making a complaint.
The helpline number is 0300 330 5454
Text phone number 0786 002 2939
Fax 0330 088 6762
What we do next
We look to settle complaints as soon as possible. To that end we will acknowledge receipt within three working days, and aim to have looked into the matter within 10 working days. Sometimes it will take longer for us to investigate a complaint, in which case we will keep you informed of progress.
As part of the process you may be invited to meet with the person(s) concerned to attempt to resolve the issue, if you wish.
When looking into a complaint we attempt to see what happened and why, and also to see if there is something we can learn from this. When the investigations are complete we will send a final response to you setting out the details of our investigation.
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are happy for us to pass details of their care to you. Where the patient is incapable of providing consent due to illness or Accident it may still be possible to deal with the complaint. If this is the case, please provide us with details of the reason why the patient cannot provide consent.
We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.
If you are not happy...
We hope that all complaints can be dealt with to the satisfaction of both parties. However, if you are not happy with our reply or consider the complaint has not been resolved you can appeal to The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank. London SW1P 4QP. Website: www.ombudsman.org.uk. Ombudsman complaints helpline 0345 015 4033. email@example.com Fax 0300 061 4000.
We would also like to point out that our complaints procedure applies to our own employees and does not include complaints against staff such as district nurses, physiotherapists, dieticians, counsellors and phlebotomists. Complaints against such staff must be taken up directly with their own managers.