Complaints

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise. Should you wish to make a formal complaint, please follow the process below.

Making a complaint

Formal complaints should be made in writing as soon as possible after the event — ideally within a few days, giving as much detail as possible. The complaint must be made:

• within 12 months of the incident, or
• within 12 months of you becoming aware of the incident

If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else's treatment without their written permission.

Where to send your complaint

You may prefer to make your complaint directly to NHS England, who commission our service, however they usually prefer that you contact the surgery first:

• Telephone: 0300 311 22 33
• Email: england.contactus@nhs.net
• Post: NHS England, PO Box 16738, Redditch, B97 9PT

What we do next

We will acknowledge receipt within five working days and aim to respond within 28 working days. If a response cannot be provided in that time, we will notify you and give a revised timescale. You will receive a formal written reply, or may be invited to meet with the relevant staff to discuss the matter.

Where your complaint involves more than one organisation (e.g. social services), we will liaise with them so that you receive one coordinated reply. Your consent may be required for this.

Complaining on behalf of someone else

We adhere to strict rules of medical confidentiality. If you are complaining on behalf of another patient, we require their written consent confirming they wish you to act as their representative. A consent form is available at reception or will be sent upon receipt of your written complaint.

Where consent cannot be obtained (e.g. the patient is deceased, lacks capacity or is a child), we will consider whether the representative is acting in the patient's best interests. Please provide full details of the circumstances in your covering letter.

If you are dissatisfied with the outcome

You have the right to approach the Parliamentary and Health Service Ombudsman:

• Address: Citygate, 47–51 Mosley Street, Manchester, M2 3HQ
• Tel: 0345 015 4033
• Web: www.ombudsman.org.uk

You may also contact:

• Healthwatch — local patient advocacy
• SEAP — Independent Health Complaints Advocacy
• NHS England (contact details above)