We always try to give you the best service possible, but there may be times when you feel this has not happened. This page explains what to do if you have a complaint about the service we provide for you.
Minor Problems, (for example if the doctor’s surgery is running late and you have to wait a long time) may be best addressed by speaking to the individual involved at the time.
If you wish to make a complaint, please write to our Practice Manager, Mrs Debra Lewsley or alternatively, telephone or come in to the surgery and speak with a member of staff who will make you an appointment. We will take full details of your complaint and decide how best to undertake the investigation. We think it is important to deal with complaints swiftly so you will be contacted within 3 working days, to inform you of the next steps being taken. Occasionally, if we have to make a lot of enquiries it might take a little longer, but we will keep you informed. A meeting will then take place and within 10 working days you will receive a detailed report. If you do not want the practice to look into your complaint you can contact NHS England. (Details below).
Similarly the Health Visitors, District Nurses and Midwives are not directly employed by us and have their own complaints procedures. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.
We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However if this is not possible and you wish to continue with your complaint we will direct you to the appropriate authorities who will be able to help you.
NHS England, PO Box 16738, Redditch. B97 9PT. Telephone: 0300 311 22 33. E.mail: email@example.com
If you are still not happy you can contact the Ombudsman:
Millbank Tower, Millbank, London. SW1P 4QP. Telephone: 0345 015 4033. E.mail: firstname.lastname@example.org