Practice Complaints Procedure

We always try to give you the best services possible, but there may be times when you feel this has not happened. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

Making a complaint

If you wish to make a complaint, please write to the Practice Manager. They will take full details of your complaint and decide how best to undertake the investigation. In her absence, this will be done by GP complaints lead Dr Connor. We will acknowledge receipt of your complaint within 2 working days and you will normally be offered an appointment for a meeting to discuss matters with us. This may also include one of the Doctors. You are welcome to bring a friend or relative with you to the meeting.

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. If you use this procedure, it will not affect your right to complain to NHS Worcestershire if you so wish.

You can also contact NHS England using the following details:

NHS England
PO Box 16738
Redditch, B97 9PT
0300 311 2233

If you remain dissatisfied you have the right to ask the Health Service Ombudsman to review your case. You should do this within 12 months of initial event or when you first became aware of the problem.
Health Service Ombudsman
Complaints Helpline 0345 015 4033 Fax 0300 061 4000
The Parliamentary and Health Service Ombudsman
Millbank Tower
London SW1P 4QP