Should you feel that your have received outstanding service from the Practice and wish to compliment a particular member of staff or discipline, please feel free to do so.
If it is at all possible we ask that you get the name or a description of the person you wish to compliment. Please ask to speak to the Reception Supervisor or the Patient Services Manager - they will take down details of your compliment and pass them on to the member of staff or service involved. Alternatively you can complete a compliment form (available in Reception) or write, giving as much detail as possible so we can identify the person/service.
You can also give positive feedback to the practice via our page on the NHS Choices website
If you wish to compliment anonymously, please use the Suggestions Box which is located on the left hand side of the reception desk.
The person or service complimented is always told and letters are put on our notice board for other members of staff to read.
Compliments are lovely to receive and help to boost the morale of our staff which makes them realise that they are appreciated by you as well as the Practice.
We treat all complaints seriously and are very happy to look into any matters you raise. This gives us an opportunity to reflect on the way we do things and to work continuously to improve services for you. Please raise any and all concerns with us in the first instance as sometimes things may not be as they seem and/or a problem can be sorted very quickly. Negative comments on public websites are very disheartening for staff and can be misleading to other patients as they are often inaccurate, unfair or do not fully describe what has happened.
We hope that most of the time problems can be sorted quickly and to the satisfaction of you and the Practice without you having to make a formal complaint. A formal complaint takes time and minor issues are resolved more quickly if you can just speak to a person on site.
If you want to make an informal complaint about the services you have received from the Doctors or the staff working at the Practice, please let us know. Please ask to speak to the Patient Services Manager. You will be invited to a quiet area and will be given the opportunity to express your views. Details of your complaint will be discussed with you. If possible and where appropriate, a way forward will be agreed. You will then be asked if you wish to take the matter through to the formal complaints procedure.
Many problems can be resolved at this stage and do not require further action.
If we are unable to deal with your problem to your satisfaction, or if you wish immediately to make your complaint a formal one, you should complete the Complaint Form which you will find by the Reception counter.
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days of when you raise it with us. We will then be in a position to offer you an explanation or meeting with the people concerned.
Time Limits for Making Complaints
We would like to you to let us know as soon as possible – ideally within a matter of days, or at most a few weeks – because that 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:
- Within 6 months of the incident that caused the problem or
- Within 6 months of discovering that you have a problem providing this is within 12 months of the incident
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A signature from the patient on the complaint form will be needed.
We hope that, if you have a problem, you will use our Practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach other authorities. If you feel you cannot raise your complaint with us you may wish to contact:-
POhWER, a client-led charity offering independent advocacy services to people in Birmingham who want help raising concerns about the care and treatment they have received from the NHS. This is a free service that can support and assist you if you wish to take your complaint further
Alternatively, you can contact the NHS England Complaints Line. This is available Monday to Friday 8.00-18.00 hours except Bank Holidays on:
Telephone: 0300 311 2233
If you would like help forming your complaint or information about the NHS complaints procedure you may contact the NHS Complaints Advocacy at:
NHS Complaints Advocacy
Mount Pleasant House
Cambridge CB3 0RN
or by telephone on 0300 330 5454 or by fax on 0330 088 3762
A leaflet explaining what the NHS Complaints Advocacy can assist you with is available here.
If you remain unhappy after everything has been done to try to resolve your concern or complaint or you are dissatisfied with the response you receive through either the Practice-based complaints procedure (Local Resolution) or through NHS England’s Complaint Line, you have the right to contact The Parliamentary and Health Service Ombudsman (PHSO) to request an independent review of your complaint. The PHSO can be contacted at:
The PHSO can be contacted at:
LONDON SW1 4QP
or by telephone on 0345 015 4033 or by fax on 0300 061 4000
There is also a website for the Ombudsman at www.ombudsman.org.uk
The Parliamentary and Health Service Ombudsman (PHSO) has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
More information about the NHS Complaints Procedure, including information on how to make a complaint can be found on the NHS Choices website.