Making a Complaint?
Most problems can be sorted out quickly and easily with the person concerned. Often at the time they arise, this may be the approach you try first. When you are not able to resolve your complaint in this way and you wish to make a formal complaint. You should contact the surgery preferably in writing as soon as possible after the event and ideally within a few days giving as much detail as you. This can help us to establish what happened more easily.
The Practice Business Manager will always be willing to discuss the complaint face to face but if you feel that a more formal written complaint is necessary then we have a complaint policy and procedure available at reception. We also have complaint templates if required.
We look to settle the complaint as soon as possible. We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days. We will attempt to see what happened and why. To see if there is something we can learn from this and make it possible for you to discuss the issues with those involved if you wish to do so.
We keep the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved we will require the written consent of the patient to confirm that they are unhappy with their treatment.
If you are dissatisfied with the outcome you have the right to approach the HSO.
Health Service Ombudsman (HSO)
The contact details are:
The Parliamentary and Health Service Ombudsman
If you, not happy ith the Ombudsman’s decision, you can appeal directly to the Parliamentary and Health Service Ombudsman (PHSO)
By post to:
PO Box 16738
By email to: [email protected]
If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.
By telephone: 0300 311 22 33
Our opening hours are 9am to 3pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays.
Complaints – what you need to provide
Provide as much information as possible to allow NHS England to investigate your complaint. Include the following:
- your name and a valid email or home address for reply
- a phone number in case we need to contact you for additional information
- the name, location, and postal address (if you know it) of the service you want to complain about
- if your complaint is about healthcare in prison, the name of the prison
- a clear description of what you want to complain about and when this happened
- any relevant correspondence
If you are complaining on behalf of someone else, we will need their consent to proceed with the complaint. We will contact you about this.
When a complaint is made about a service such as a GP, dentist or pharmacy, we will also require specific consent to share the complaint with that service in order to investigate it. It will speed up the process if you include the following line in your complaint:
“I give permission for my complaint to be shared with (insert name of GP / dental surgery etc.) in order for NHS England to carry out an investigation.”
Please do not post removable media to NHS England, for example CDs, DVDs, SD cards and memory sticks. Due to security restrictions we are unable to access information sent this way. Any removable media will be returned to you, or securely destroyed if we do not have your details.
What happens next?
NHS England will acknowledge all complaints no later than the third working day after the day the complaint is received.
Investigating the complaint
The complaint will be investigated and you will receive the findings of the investigation along with an apology. You will also receive an explanation of any lessons learned or changes that will take place as a result of the findings of the investigation.
How long will it take?
This will depend on what your complaint is about and how complex it is. Communication with you is important and we will keep you updated throughout the process.
Contacting us about an existing complaint
Some of our offices are currently not accessible to staff and they are working remotely. If you need to contact NHS England about an existing complaint, please email where possible. You can find the email address in the letter we sent to you to acknowledge your complaint. You will also find a number you can call us on, included in this letter. If you still need to write to us, please don’t use the address on your acknowledgement letter as it may be some time before we can retrieve your letter from this office. Instead, please write to: NHS England, PO Box 16738, Redditch, B97 9PT
The Practice complaints manager is Caroline
Caroline will always listen to complaints in a private room and will try her best to conclude the complaint at the meeting.
Alternatively please email [email protected]