Complaints Procedure

We hope that if you have a problem, you will use our Practice Complaints Procedure. Please request a leaflet from our Reception. Our Practice Manager  will ensure that the complaint is investigated as thoroughly and quickly as possible. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

However you may choose to contact NHS England on 0300 311 2233 between 8am and 6pm Monday to Friday to resolve the issue.

Support and advice to patients making a compliant can be obtained from NHS Complaints Advocacy Service, POhWER Advocacy Services on 0300 456 2370.

Comments, Complaints & Suggestions

Please Help Us To Get It Right

We are always willing to hear if there is any way that you think that we can, constructively, improve the service we provide.

Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the practitioners or any of the staff working in this practice, please let us know. As part of an NHS system we operate a practice complaints procedure. Our complaints system meets national criteria.

How To Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days – because this will enable us to establish what happened more easily. Complaints can be made verbally, electronically to manorpractice.admin@nhs.net, or in writing.

Complaining On Behalf of Someone Else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Time Limits For Making Complaints

  • within 12 months of the incident that caused the problem; or
  • within 12 months of discovering giving as much detail as possible.

The Practice Manager will retain the discretion to investigate complaints brought later than this if there are good reasons for the delay and it is still possible to carry out an investigation.

Complaints should be addressed to the Practice Manager. It will be a great help if you are as specific as possible about your complaint.

What Will Happen

We will acknowledge your complaint within three working days either verbally or in writing. If you are issued an acknowledgement letter or email, it will include:

  • The manner in which the complaint will be handled;
  • The timescales by which the investigation will be completed;
  • The timescales by which our response will be sent.

Our response will include:-

  • An explanation of how the complaint has been considered;
  • The conclusions reached in relation to the complaint including any remedial actions considered necessary;
  • Confirmation of any action needed as a result of the complaint has been/will be taken

What If I’m Still Not Satisfied?

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.

If you remain dissatisfied and feel that your complaint needs further investigation you can contact the NHS England Customer Call Centre where calls will be triaged and followed up by a case manager linking with local staff. The centre is open between 8am and 6pm Monday to Friday. Contact details below:

NHS England
PO Box 16738
Redditch
Worcester
B98 9PT

You also have the right to ask the Parliamentary Health Service Ombudsman to carry out an independent investigation into your complaint. If you feel you have suffered because you have received poor service or treatment or were not treated properly or fairly, the Parliamentary Health Service Ombudsman may be able to help.

Contact details below:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Helpline: 0345 015 4033
Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsmen.org.uk

Telephone: 0300 311 22 33
Email: england.contactus@nhs.net

Support and advice to patients making a complaint can be obtained from NHS Complaints Advocacy Service, POhWER Advocacy Services on 0300 456 2370. You may also approach the Patient Experience team for help and advice;

The Patient Experience Team
Kingston House
438 – 450 High Street
West Bromwich
B70 9LD
Contact Number: 0800 389 8391

They provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.