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.
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
Email: pals@dudley.nhs.uk
You have the right to make a complaint about any aspect of NHS care, treatment or service, this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 the way you make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.
You can do this by:
- Phone: 0300 0120 281
- Email: bcicb.time2talk@nhs.net
Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Please see the Complaints Leaflet (PDF) for more information.
Ongoing complaints
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler.
If you have an ongoing complaint placed before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England, this will include confirmation of your case handler.
Find out more about how to feedback or make a complaint about an NHS service www.nhs.uk/using-the-nhs/about-the-nhs/how-to-complain-to-the-nhs.