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 investigate and, if necessary, put right any problems you have identified or mistakes that have been made.

Please note that we must 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 fill out the form below and send it to hwicb.smgcomplaints@nhs.net or alternatively you can call the practice or attend the surgery.

We will acknowledge your complaint within 7 working days, and we aim to have investigated your complaint within 30 days of the date you raised it.

(Please note we do not class bank holidays and weekends as working days)

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that 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

england.contactus@nhs.net

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

Email phso.enquiries@ombudsman.org.uk <mailto:phso.enquiries@ombudsman.org.uk>

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London SW1P 4QP