Suggestions, Comments and Complaints

Help Us Get It Right

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can 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.

What We Shall Do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 20 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish.

When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations.

Complaining On Behalf Of Someone else

We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is available from reception.

Your Patient Forum

The patient forum consists of a number of patient representatives who will meet regularly to discuss issues affecting the care of our patients. If you wish to forward any comments or suggestions to your patient representatives for discussion at the Patient Forum please complete a Comments/Suggestions slip and post in the suggestions box.

If you wish to contact one of your patient representatives, you should leave your contact details with the receptionist who will pass these on to one of the patient representatives.

Making A Complaint

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible- ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

You can discuss your complaint verbally with any of our staff who will endeavour to resolve your problem promptly or escalate it to a member of the management team where required. You can also put your complaint in writing addressed to the Practice Manager via post, hand deliver or email (m87005.edm@nhs.net).  The Practice Manager will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. Please note, any complaints received via our website will be deemed as feedback/informal complaint and will not be subject the above process.

What You Can Do Next

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However this does not affect your right to approach Dudley Clinical Commissioning Group [CCG], Brierley Hill Health & Social Care Centre, Venture Way, Brierley Hill, West Midlands, DY5 1RU. Telephone, 01384 322777 if you feel you cannot raise your complaint with us.

The Patient Advice And Liaison Service

This service is based at Dudley PCT and provides 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.  They can be contacted as follows:

Freephone: 0800 073 0517
Fax: 01384 366110
Email: pals@dudley.nhs.uk

Taking It Further

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 0154033
www.ombudsman.org.uk