Complaints

How we can help

If you have a comment, compliment, complaint or concern about the care or services you've received from anyone at this practice, please let us know. We follow the NHS complaints procedure under The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, and we take all feedback seriously. Every complaint is treated in the strictest confidence and kept separate from your medical records.

How to complain

You can raise a concern by speaking to a member of staff, writing to us, or emailing us directly. Complaints should be made within 12 months of the incident, or within 12 months of the matter coming to your attention.

You can write to or ask to speak with the Practice Manager, who will explain the process and make sure your concerns are handled confidentially, promptly and thoroughly. If a complaint is made verbally, we'll document the details and send you a copy to check for accuracy.

We aim to acknowledge your complaint in writing within 3 working days. A full written response will follow within 30 working days of receiving your complaint. If more time is needed, we'll let you know and explain why.

We may also invite you in to discuss your concerns in person.

Complaints made on behalf of a patient

If you're complaining on behalf of someone else, we'll need their written consent confirming they're unhappy with their treatment and are happy for us to discuss it with you.

If you'd prefer not to complain directly to us. You can contact NHS England:

NHS England
PB Box 16738, Redditch, B97 9PT

Tel: 0300 311 2233 (Monday to Friday, 8am to 6pm, excluding bank holidays)
Email: england.contactus@nhs.net

Further escalation

If your complaint can't be resolved through the practice or NHS England, you have the right to contact:

The Parliamentary and Health Service Ombudsman (PHSO), who makes final decisions on unresolved NHS complaints in England. The service is free and independent.

Website: www.ombudsman.org.uk Tel: 0345 015 4033

You can also contact PALS (Patient Advice and Liaison Service) for free, confidential advice and support at any stage.

For independent help making your complaint, free NHS Complaints Advocacy is available locally. Search online for "NHS complaints advocacy" in your area, or contact your local Healthwatch.

Compliments, Concerns, or Comments form

Do you have any comments or concerns that you would like to put to us? Would you like to let us know that what we are doing meets with your approval?  If you would like to contact us please email us at: swlicb.beggpractice@nhs.net.