Complaints, Compliments, Comments and Suggestions

Complaints
At this practice we all try hard to provide the best possible service for our patients with the resources available. If you are dissatisfied with any of our services, please initially direct your complaints to the Patient Services Manager rather than to a Patient Services Co-ordinator.

If you are still not satisfied, please put your complaint in writing, addressed to Dr F McGregor-Smith, Executive Partner or Amanda Skelding-Jones, Business Manager. We will look into your complaint and send you a written acknowledgement within three working days. Once your complaint has been investigated we will then write to you again with an explanation or suggest a meeting with the business manager or a doctor.

We feel it is much better for grievances to be tackled as soon as possible and, ideally, directly between the parties involved, as misunderstandings can be more readily resolved in this setting.

If you are unhappy with our response then you should contact NHS England Contact Centre on 0300 311 2233 (Monday to Friday 8am to 6pm) or write to them at NHS England, PO Box 16738, Redditch, B97 9PT or by email england.contactus@nhs.net

How can I get help with making my complaint?
If you need help to make your complaint you can also contact the Independent Advocacy Service (ICAS) telephone number 0808 802 3000 or via the website www.carersfederation.co.uk. They will provide you with free support and advice.

What if I am still unhappy?
If you are unhappy with the response to your formal complaint you can consider taking your complaint to the Ombudsman. You can do this after all attempts for a local resolution have been exhausted. You should do this within 12 months of the date of the letter telling you about the outcome of your complaint. You have the right to ask the Ombudsman to review your case.

The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations. The Ombudsman can be contacted by telephoning 0345 015 4033 email phso.enquiries@ombudsman.org.uk or by writing to the Parliamentary and Health Service Ombudsman Millbank Tower, Millbank, London SW1P 4QP

Customer Care Team (Previously PALS) This service is free and confidential for patients who have concerns about NHS services – 01270 612410.

Comments and Suggestions
We welcome constructive comments and suggestions about our services and have a suggestion box in the waiting room for this purpose.

Alternatively, please ask to speak to either the Patient Services Manager or Business Manager or write directly to the Business Manager at Danebridge.

Care Quality Commission (CQC) The Care Quality Commission welcome comments about the operation of NHS services and can be contacted 03000 61 61 61 or by emailing enquiries@cqc.org.uk or by using their online form which can be found at www.cqc.org.uk