Comments & Complaints

We always try to give our patients the best service possible, but there may be times when you feel that this has not happened. If you have a complaint or a comment about the services we provide please let us know by writing to us or by asking to speak to the practice manager, talking to a member of staff or asking for a complaints / comments form to complete.

If you use this procedure, it will not affect your rights to complain to other NHS complaint services (details of which are set out below) and any patient, carer or relative will not be treated adversely as a result of using the practice complaints procedure.  Please note that we have to respect our duty of confidentiality to patients and a signed patient’s consent form will be necessary if a complaint is not made by the patient in person.
 
We think it is important to deal with complaints as quickly as possible so an initial acknowledgement will be sent within 3 working days along with a request for any supplementary forms as necessary. 

Your complaint will then receive a full investigation where we will try to address your concerns fully, provide you with an explanation and if necessary discuss any action that may be needed (depending on the complexity we would aim to complete an investigation within 3 months). We hope that, at the end of the process you will feel satisfied that we have dealt with the matter thoroughly. 

However, if this is not the case this does not affect your right to approach other local NHS service who will be able to advice you, and whose contact details are set out below:
 

Patient Experience -  on: 0800 028 3693 who are there to listen, Inform, Help & advise

You can contact the Customer Contact Centre:

Post:                      NHS England
PO Box 16738
Redditch
B97 9PT

Email:   england.contactus.@nhs.net

Telephone:        0300 311 22 33

If patients are not satisfied with the way their complaint has been dealt with by the provider or commissioner, they can contact the Parliamentary and Health Service Ombudsman (PHSO)

Post:                     

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Email:                   phso.enquiries@ombudsman.org.uk

Telephone:        0345 015 4033

You can contact for advice:

Patient Experience on: 0800 028 3693 who are there to listen, Inform Help and advise

Your Voice Your Choice-Access to Information & Advocacy Services across Nottingham & Nottinghamshire:

Telephone:         0300 0200 093

Website:              www.pohwer.net

Email:                    yourvoiceyourchoice@pohwer.net

Address:              PO Box 14043,Birmingham B6 9BL

NHS Commissioning Board - Complaints regarding Primary Care services are dealt with by the NHS Commissioning Board. Primary Care services include: GP Practices, Dental Practices, Optometrists & Pharmacists. 

If you would like to make a complaint about any of these services please use the following contact information:

Email:      england.contactus@nhs.net (Please mark your email “For the attention of the complaints manager”)

Telephone:         0300 311 22 33

Address:              NHS ENGLAND,PO BOX 16738, REDDITCH B97 9PT